About Upstart

At Upstart, we’re united by a mission that matters: to radically reduce the cost and complexity of borrowing for all Americans. Every day, we bring creativity, experimentation, and advanced AI to reshape access to credit, helping millions move forward financially with clarity and confidence.

As the leading AI lending marketplace, we partner with banks and credit unions to expand access to affordable credit through technology that’s both radically intelligent and deeply human. Our platform runs over one million predictions per borrower using more than 3,000 signals, powering smarter, fairer decisions for millions of customers. But the numbers only hint at the impact. Every idea, every voice, and every contribution moves us closer to a world where credit never stands between people and their financial progress.

We’re proudly digital-first, giving most Upstarters the flexibility to do their best work from wherever they thrive, alongside teammates across 80+ cities in the US and Canada. Digital-first doesn’t mean distant. We’re intentional about in-person connection through team onsites, planning sessions, and moments that spark creativity and trust. And whether you choose to work primarily from home or collaborate in-person from one of our offices in Columbus, Austin, the Bay Area, or New York City, you’ll have the support to work in the way that works best for you.

If you’re energized by tackling meaningful problems, excited to innovate with purpose, and motivated by work that truly matters, we’d love to hear from you.

The Team:

Upstart’s Customer Experience team helps borrowers navigate the lending experience while maintaining a high bar for compliance, operational performance, and customer experience. The team supports multi-channel workflows and partners closely with Product, Engineering, Analytics, and Compliance to improve borrower support programs, scalability, and operational outcomes.

As the Head of Borrower Success, you will lead and evolve Upstart’s Borrower Success operations, including internal leaders and external vendor partners. You will improve the borrower experience by scaling effective operating systems, strengthening performance and controls, and developing teams that deliver consistent results in a complex, evolving environment.

How you’ll make an impact

Lead Borrower Success leaders and international vendor partners supporting borrowers across chat, phone, and email, with accountability for service levels, quality, productivity, compliance, staffing, and cost efficiency.
Establish consistent performance management, coaching, and quality frameworks that improve borrower outcomes and operational performance across teams and vendor sites.
Use operational data and reporting to identify trends, diagnose root causes, and prioritize opportunities to improve service quality, efficiency, and scalability.
Strengthen operational controls and quality programs to reduce errors, improve compliance performance, and support sustainable growth.
Partner with Product and Engineering to reduce avoidable borrower contacts, simplify customer journeys, expand effective self-service, and improve support tooling and automation.
Collaborate with Analytics, Compliance, and other cross-functional partners to improve workflows, operating programs, and the end-to-end borrower experience.

Minimum Qualifications

Bachelor’s degree or equivalent practical experience.
4+ years of experience leading customer support, customer experience, servicing, or related operations.
Experience managing managers and leading scaled customer operations across multiple channels.
Experience managing outsourced vendor operations, including accountability for service levels, quality, staffing, compliance, or cost performance.
Experience owning operational performance and quality or control programs in a regulated or similarly complex environment.

Preferred Qualifications

Knowledge of regulatory and compliance requirements within consumer lending, servicing, collections, banking, or another regulated financial services environment.
Experience using automation or generative AI to improve customer support workflows, reporting, efficiency, or customer experience.
Experience building or scaling quality assurance frameworks, operational systems, or workflow automation.
Ability to use operational data to identify root causes and translate findings into measurable improvements.
Experience partnering with Product, Engineering, Analytics, and Compliance teams to improve customer-facing tools and workflows.

Position location This role is available in the following locations: Remote

Travel requirements As a digital first company, the majority of your work can be accomplished remotely. The majority of our employees can live and work anywhere in the U.S but are encouraged to to still spend high quality time in-person collaborating via regular onsites. The in-person sessions’ cadence varies depending on the team and role; most teams meet once or twice per quarter for 2-4 consecutive days at a time.

#LI-REMOTE

#LI-MidSenior

At Upstart, your base pay is one part of your total compensation package. The anticipated base salary for this position is expected to be within the below range. Your actual base pay will depend on your geographic location–with our “digital first” philosophy, Upstart uses compensation regions that vary depending on location. Individual pay is also determined by job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

In addition, Upstart provides employees with target bonuses, equity compensation, and generous benefits packages (including medical, dental, vision, and 401k).

United States | Remote - Anticipated Base Salary Range

$128,100—$177,300 USD

What you'll love

At Upstart, our benefits for full-time employees are designed to support your health, financial well-being, family, and personal growth. Here’s what you can expect:

Competitive compensation, including base pay, bonus opportunities, and annual equity grants that vest quarterly
Retirement benefits to help you plan for the future, including a 401(k) or Group Retirement Savings Plan with a company match of $2 for every $1 contributed, up to $15,000 annually (USD in the US, CAD in Canada)
Employee Stock Purchase Plan (ESPP) with discounted stock purchase options for eligible employees (US only)
Comprehensive health coverage designed to support you and your family, including medical, dental, vision, and wellness resources for US and supplemental health coverage for Canada.
Health Savings Account contributions from Upstart for eligible plans (US only)
Income protection benefits, including life insurance and disability coverage for added financial security
Paid time off, sick leave, and company holidays, in line with local requirements
Paid family and parental leave to support caregiving and major life moments (duration varies by country)
Family-centered benefits to support fertility, parenthood, and caregiving needs
Employee Assistance Program (EAP) offering mental health support and life-centered resources
Financial wellness resources, including access to financial planning tools and a financial concierge service (US Only)
Annual wellness allowance to support your physical and emotional well-being and personal development, based on what matters most to you
Annual productivity allowance to invest in relevant tools and resources you need to do your best work, no matter where you work from
Connection and community through team events, all-company updates, and employee resource groups (ERGs)
Onsite perks, including catered lunches and fully stocked micro-kitchens when working from one of our offices in the Bay Area, Austin, Columbus, and New York City

For roles based in Canada, please note that we are not currently able to hire in Quebec.

Upstart is a proud Equal Opportunity Employer. Just as we are dedicated to improving access to affordable credit for all, we are committed to inclusive and fair hiring practices.

If you require reasonable accommodation in completing an application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please email [email protected]

https://www.upstart.com/candidate_privacy_policy

United States | Remote - Anticipated Base Salary Range 128100 - 177300 USD

About the company

Upstart runs an online lending marketplace where banks and credit unions use its AI models to decide which consumers get loans and at what rates. In 2017, it received the first no-action letter issued by the Consumer Financial Protection Bureau, a statement that the regulator had no plans to act against its AI lending model. Borrowers apply through Upstart or a partner lender's website for personal loans, auto loans, home equity lines of credit, and Cash Line, a revolving line of credit. Lenders pay Upstart fees for referring and approving borrowers and for collecting payments, while partner lenders and investment funds put up most of the money lent. Upstart was founded in 2012 and is based in Burlingame, California.

Company Size

1,001-5,000

Company Stage

IPO

Headquarters

Burlingame, California

Founded

2012

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Simplify's Take

What believers are saying

Lending is surging: loans through Upstart jumped 50% from a year earlier to $4.2 billion in the June 2026 quarter.
Upstart is becoming a bank: in July 2026, a federal regulator conditionally approved Upstart Bank to take over its lending.
Work from almost anywhere in the U.S.: 79 of Upstart's 85 open roles in October 2026 were listed as remote.

What critics are saying

AI lending rival Pagaya is more profitable: it earned $45 million in the June 2026 quarter to Upstart's $16.5 million.
Job security leans on three lenders: they made 83% of Upstart's 2025 loans and paid 61% of its revenue.
Stock grants have shrunk: Upstart shares fell 45% from January to October 2026, more than peers SoFi and Pagaya.

What makes Upstart unique

Its loan model reads far beyond credit scores: over 3,000 variables, trained on 117 million monthly payments.
Software, not staff, handles most loans: as of June 2026, 91% needed no human involvement by Upstart.
Unsecured lending pays the bills: loans without collateral made 94% of fee revenue from April to June 2026.

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Benefits

Health Insurance
401(k) Company Match
Employee Stock Purchase Plan
Life Insurance
Paid Vacation
Parental Leave
Flexible Work Hours
Wellness Program

Growth & Insights and Company News

Headcount

6 month growth

1 year growth

2 year growth

Yahoo Finance

Oct 15th, 2026

Cohu and Upstart: two AI growth stocks to buy if the market falls from record highs

The S&P 500 hit a record high last week, but rising inflation, interest rate hikes, and AI stock volatility could trigger a correction. The index trades at a Shiller CAPE ratio of 41.8, its second-highest ever behind the dot-com peak in 2000. Two AI-linked stocks could be buys if the market falls. Cohu, which supplies chip testing equipment to Taiwan Semiconductor Manufacturing, Intel, and Samsung, is expected to grow revenue 35% to $612 million in 2026. Its stock is up 180% this year, with a forward price-to-earnings ratio of 34.5. Upstart Holdings uses AI to assess borrowers. In the second quarter, it approved loans worth $4.2 billion, up 50%, and revenue rose 42% to $364.7 million. Its price-to-sales ratio is 2, against a three-year average of 5.4.

American Banker

Sep 30th, 2026

Upstart Network raises $400 million from consumer loans

Upstart's grade E loans account for 47.1% of the collateral pool, compared with 43.3% in the UPST 2026-3, while the concentration of 60-month loans is also lower.

Yahoo Finance

Sep 30th, 2026

Upstart makes buy list while Adobe and Bandwidth fall short on growth metrics

Software companies have delivered strong returns, with the industry gaining 45.5% over six months, outperforming the S&P 500 by 24.4 percentage points. However, investors should be selective as AI threatens to commoditise many software products. Adobe faces challenges with average billings growth of just 11.9% over the past year and estimated sales growth of 9.4% for the next 12 months, suggesting slowing demand. Its operating margin failed to improve year-over-year. Bandwidth showed weak annual revenue growth of 11.9% over two years and a low gross margin of 37.2% compared to competitors. Its operating margin remained flat. Upstart, an AI-powered lending platform, appears more promising. The company uses over 2,500 data variables and machine learning to help banks assess borrower risk for various loan types.

Yahoo Finance

Sep 16th, 2026

Upstart poised for growth while Inter Parfums and Payoneer face headwinds

Upstart, an AI-powered lending platform using machine learning to assess borrower risk, stands out as a promising Russell 2000 investment opportunity. The company has seen loan originations surge by 54.3% over the past year, with revenue expected to grow 30.9% next year as it expands into new markets including credit cards. Free cash flow is projected to turn positive next year. Meanwhile, Inter Parfums and Payoneer face challenges. Inter Parfums, which manufactures fragrances under licenses including Kate Spade and Van Cleef & Arpels, shows weakening efficiency with operating margins declining 1.7 percentage points. Its estimated 2% sales growth signals slowing demand. Payoneer, a cross-border payment platform for SMEs, has struggled with profitability despite revenue growth, with earnings per share falling 5.2% annually over two years. Its 7.9% return on equity reflects difficulties finding profitable growth opportunities.

Market Wire News

Aug 25th, 2026

Upstart Co-founder and CEO to participate in fireside chat at the Goldman Sachs Communacopia and Technology Conference 2026.

Upstart Co-founder and CEO to participate in fireside chat at the Goldman Sachs Communacopia and Technology Conference 2026. MWN-AI** Summary. Upstart Holdings, Inc. (NASDAQ: UPST), a prominent player in the artificial intelligence (AI) lending landscape, has announced that its Co-founder and CEO, Paul Gu, will participate in a fireside chat during the Goldman Sachs Communacopia and Technology Conference on September 8, 2026, at 11:30 am PT (2:30 pm ET). This event is expected to provide valuable insights into the company's innovations and future strategies in the lending space, particularly as it leverages AI to redefine consumer financing. Investors and stakeholders interested in the discussion can tune in to a live audio webcast, which will also be accessible on Upstart's investor relations website at ir.upstart.com. Following the live session, a replay of the webcast will be available for a limited time, ensuring that those who cannot attend live can still engage with the content. Upstart has emerged as a leader in the AI lending marketplace by connecting millions of consumers to over 100 banks and credit unions, effectively transforming the borrowing experience. By utilizing advanced AI models and cloud-based applications, Upstart enables lenders to approve a higher volume of borrowers at more competitive rates, while maintaining a seamless digital experience. More than 90% of Upstart's loans are processed automatically, eliminating the need for human intervention, which further streamlines operations. Since its establishment in 2012 and based in Burlingame, California, Upstart has expanded its offerings to include personal loans, automotive loans, home equity lines of credit, and a new Cash Line product, which is a revolving line of credit. As Paul Gu speaks at the conference, insights into Upstart's strategic direction and innovations in AI lending are highly anticipated by industry observers and investors alike. MWN-AI** Analysis. As Upstart Holdings, Inc. (NASDAQ: UPST) prepares for a significant presence at the upcoming Goldman Sachs Communacopia and Technology Conference on September 8, 2026, investors should closely monitor the insights and announcements coming from Co-founder and CEO Paul Gu. The fireside chat presents a strategic opportunity for Gu to articulate Upstart's vision, recent developments, and expectations for growth in the competitive landscape of AI-driven lending. Upstart stands at the forefront of revolutionizing the lending marketplace through its proprietary artificial intelligence technology. By enabling more than 100 banks and credit unions to enhance their credit offerings, Upstart has positioned itself as a key player in improving loan accessibility while reducing risks. This event is particularly crucial as the company continues to innovate with products like the Cash Line, aiming to attract diverse consumer segments. Investors should pay close attention to any commentary regarding Upstart's growth trajectory, especially in light of potential economic headwinds and shifts in consumer demand. Gu's disclosures regarding partnerships, customer acquisition strategies, and advancements in AI capabilities could signal the company's resilience and adaptability - critical indicators for prospective growth. Moreover, insight into competitive positioning amid other fintech players will be vital. Given rising interest and scrutiny regarding financial technologies, Gu's remarks on compliance, regulatory challenges, and market expansion strategies will be telling. In conclusion, the fireside chat at the Goldman Sachs conference represents a key moment for Upstart. Investors should approach with cautious optimism, looking for affirming evidence of growth and innovation that can drive stock performance. Following the event, remain attentive to the replay to capture any actionable information that may influence investment decisions in this dynamic sector. **MWN-AI Summary and Analysis is based on asking OpenAI to summarize and analyze this news release. August 25, 2026 04:05:00 pm Upstart Holdings, Inc. (NASDAQ: UPST), the leading artificial intelligence (AI) lending marketplace, today announced that Paul Gu, Co-founder and CEO, will participate in a fireside chat at the Goldman Sachs Communacopia and Technology Conference on Tuesday, September 8, at 11:30 am PT (2:30 pm ET). A live audio webcast of the event will be available on Upstart's investor relations website at ir.upstart.com. A replay of the webcast will be available for a limited period of time following the event. About Upstart Upstart (NASDAQ: UPST) is the leading AI lending marketplace, connecting millions of consumers to more than 100 banks and credit unions that leverage Upstart's AI models and cloud applications to deliver superior credit products. With Upstart AI, lenders can approve more borrowers at lower rates while delivering the exceptional digital-first experience customers demand. More than 90% of loans are fully automated, with no human intervention by Upstart. Founded in 2012, Upstart's platform includes personal loans, automotive loans, home equity lines of credit, and Upstart's new Cash Line product, a revolving line of credit. Upstart is based in Burlingame, California. FAQ**. How does Upstart Holdings Inc. (NASDAQ: UPST) plan to enhance its AI lending technology to further improve borrower approvals and lending rates in the near future? Upstart Holdings Inc. plans to enhance its AI lending technology by incorporating more diverse data sources and advanced machine learning algorithms to optimize borrower risk assessment and improve approval rates and lending terms. Can you provide insights on how Upstart Holdings Inc. (NASDAQ: UPST) is expanding its partnerships with banks and credit unions amid increasing competition in the fintech space? Upstart Holdings Inc. is strategically enhancing its partnerships with banks and credit unions by offering advanced AI-driven credit models and flexible integration solutions to address competitive pressures and improve lending outcomes for financial institutions. What are the key performance metrics that Upstart Holdings Inc. (NASDAQ: UPST) focuses on to measure the success of its automated lending platform and customer satisfaction? Upstart Holdings Inc. primarily focuses on key performance metrics such as loan origination volume, approval rates, algorithms' predictive accuracy, default rates, and customer satisfaction scores to gauge the success of its automated lending platform. How is Upstart Holdings Inc. (NASDAQ: UPST) adapting its offerings, such as personal loans and the new Cash Line product, to meet changing market demands and consumer preferences? Upstart Holdings Inc. is enhancing its offerings by integrating advanced AI algorithms to tailor personal loans and introducing the Cash Line product to provide flexible, on-demand financing options that align with shifting consumer preferences for accessibility and convenience. **MWN-AI FAQ is based on asking OpenAI questions about Upstart Holdings Inc. (NASDAQ: UPST).

Upstart

Head of Borrower Success

About the job

About the company

Get referred to Upstart

Simplify's Take

What believers are saying

What critics are saying

What makes Upstart unique

Benefits

Growth & Insights and Company News

6 month growth

1 year growth

2 year growth