Operations Support Specialist
Upstart is a leading AI lending platform partnering with banks to expand access to affordable credit. Forbes recently ranked Upstart #12 on its list of "most promising AI companies in America." Inc. Magazine also recognized Upstart as one of the Best Workplaces for 2020.
By leveraging Upstart's AI platform, Upstart-powered banks can have higher approval rates and lower loss rates, while simultaneously delivering the exceptional digital-first lending experience their customers demand. Upstart's patent-pending platform is the first to receive a no-action letter from the Consumer Financial Protection Bureau related to fair lending. Upstart is based in San Mateo, California and Columbus, Ohio.
Most Upstarters join us because they connect with our mission of enabling access to effortless credit based on true risk. If you are energized by the impact you can make at Upstart, we’d love to hear from you.
As an Operations Support Specialist at Upstart, you support and are responsible for the configuration, troubleshooting, maintenance, and improvement of systems and tools used by the Upstart Operations team. This includes CRM, telephony, contact center, and other related systems and software.
How you’ll make an impact:
- Work with internal teams such as IT, Engineering, Customer Experience teams to resolve systems and tools issues, and deploy solutions that meet Customer Experience needs.
- Become a Subject Matter Expert on any tools used by our Customer Experience team (Salesforce,Telephony, etc.) and advise on any configuration improvements.
- Gather and manager requirements for improving any tools (CRM, contact center, telephony, etc) to improve the performance and efficiency of the Operations team.
- Think critically about opportunities to improve the customer experience from both internal team and customer-facing perspectives and prioritize solutions accordingly.
- Craft support documentation, review product designs for support implications, and develop proposals on how to best address requests.
- Identify trends and key insights to drive impact to team goals including policy, customer experience, and operational efficiency; and clearly communicate results of analyses to stakeholders.
- Assist in the development and QA of scalable Customer Experience Tools.
What we’re looking for
Minimum Requirements
- Bachelor's degree or equivalent work experience.
- 2 - 5 years of experience in customer service and/or helpdesk supporting customer relationship tools such as Salesforce, Zendesk, etc.
- You're thorough, organized, and detail-oriented, and you’re able to prioritize and execute multiple tasks and responsibilities.
- You are self-motivated, autonomous, and thrive working under limited direction.
- You have a passion for customer support and about the role it plays in making a customer-centric team successful.
- You’re a clear verbal and written communicator.
- You’re capable of learning quickly and mastering complicated systems.
Preferred Qualifications:
- Experience working in a startup environment.
- Experience reviewing technical documentation and integrating systems.
- Can effectively communicate business and operations requests to engineering/IT teams or into technical design requirements.
What you’ll love:
- Competitive Compensation (base + bonus & equity)
- Comprehensive medical, dental, and vision coverage
- Personal Development and Technology & Ergonomic Budgets
- Life insurance and disability benefits
- Clubs and Activities (Game Nights, Fitstarters, Superwomen, Book Club, Investing Club, Money Discussions, Photography Club and Basketball teams)
- Generous vacation policy
- 401(k)
- Catered lunches + snacks & drinks
Upstart is a proud Equal Opportunity Employer. We are dedicated to ensuring that underrepresented classes receive better access to affordable credit, and are just as committed to embracing diversity and inclusion in our hiring practices. We celebrate all cultures, backgrounds, perspectives, and experiences, and know that we can only become better together.