Upstart is a leading AI lending marketplace partnering with banks and credit unions to expand access to affordable credit. By leveraging Upstart’s AI marketplace, Upstart-powered banks and credit unions can have higher approval rates and lower loss rates across races, ages, and genders, while simultaneously delivering the exceptional digital-first lending experience their customers demand. More than two-thirds of Upstart loans are approved instantly and are fully automated.
Upstart is a digital-first company, which means that most Upstarters can live and work anywhere in the U.S. We also have offices in San Mateo, California; Columbus, Ohio; and Austin, Texas.
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!
The Team
Upstart’s Auto Retail team is building the future for car buying. Offering a fully end-to-end digital retailing platform, including our leading AI lending technology, we are now better positioned than ever to deliver our mission of creating the world’s best car buying experience with cutting-edge auto-retail software, while enabling effortless credit based on true risk.
As a Product Support Specialist on our Auto Retail team, you’ll take care of our customers on the front lines. You will be responsible for receiving inbound phone calls and emails from our dealership customers while working quickly to resolve issues and tasks. We’re looking for someone who is energetic, adaptable!
How you’ll make an impact:
- Assisting customers via email and phone to provide resolution to requests and issues
- Troubleshooting and resolving account problems and tasks
- Collaborating closely with support and internal teammates to build and maintain processes
- Actively contributing to our technical knowledge base
- Expertly navigating the Auto Retail solution to ensure that customer account configuration aligns with recommended best practices
- Performing task work and projects as directed by Management and peers
- Investing in ongoing self-development to acquire industry relevant skills necessary to satisfy customers’ needs
- Documenting all customer and internal interactions in Zendesk
- Working with 3rd party vendors to resolve mutual customer problems
What we’re looking for:
- Minimum requirements:
- Automotive Knowledge
- Excellent verbal and written communication skills
- Quick learner with proven aptitude in managing multiple tasks at a fast-paced, dynamic environment
- Proven ability to meet SLA’s and deadlines
- A keen analytical mind with advanced problem-solving skills, coupled with a commitment to extraordinary customer service
- Strong teamwork and interpersonal skills
- Advanced documentation and organization capabilities
- High energy, self-driven individual with a passion for going above and beyond for customers
- Must be available for 40 hours per week, for 8 hour shifts taking place Monday – Saturday between 8am – 7pm CT. Schedule will vary based on team needs and availability
- Preferred qualifications:
- Associates Degree or equivalent work experience
- 2+ years experience in technical support of SaaS platform
- Familiarity with the auto industry and start-ups
- Familiarity with Zendesk
- Experience fielding inbound calls or working in a call center environment
- Working knowledge of a CRM, F&I products, HTML and CSS is a plus
- Familiarity with Adobe forms
Position location This role is available in the following locations: Remote
Time zone requirements The team operates on the East coast time zones. Preferably east coast time zone for this role.
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.
What you’ll love:
- Competitive Compensation (hourly rate + bonus & equity)
- Comprehensive medical, dental, and vision coverage with Health Savings Account contributions from Upstart
- 401(k) with 100% company match up to $4,500 and immediate vesting and after-tax savings
- Employee Stock Purchase Plan (ESPP)
- Life and disability insurance
- 2 weeks of PTO + 9 sick days
- Supportive parental, family care, and military leave programs
- Annual wellness, technology & ergonomic reimbursement programs
- Social activities including team events and onsites, all-company updates, employee resource groups (ERGs), and other interest groups such as book clubs, fitness, investing, and volunteering
- Catered lunches + snacks & drinks when working in offices
This is a Non-Exempt position. Employees in this position are paid an hourly pay rate, on a bi-weekly basis, and are eligible to receive overtime pay for any hours worked over 40 in a work week, or over 8 in a work day if required by state law.
At Upstart, your base pay is one part of your total compensation package. The anticipated annualized 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 Annualized Base Salary Range
$65,900—$88,000 USD