**Manager of Customer Support**

at Upstart Remote By leveraging Upstart's AI platform, Upstart-powered banks and credit unions 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 not only supports a large remote workforce, but also has offices in San Mateo, CA; Columbus, OH; and Austin, TX. **About Upstart**

Upstart is a leading AI lending platform partnering with banks and credit unions to expand access to affordable credit. As we transitioned to being a public company, were now poised to leverage our domain expertise and revolutionize every aspect of lending and credit risk evaluation. Weve recently expanded our offerings to include automobile refinancing and we plan to take on more verticals as the business grows.

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, wed love to hear from you!

The Auto Retail team is a dynamic and growing team in charge of expanding Upstarts automotive retail platform to thousands of automotive dealerships across the United States. We are excited to transform the car buying experience and make credit more affordable.

As a **Manager of Customer Support** **, Auto Retail** at Upstart, you will help lead the Product Support Team. This role is critical as we build out our customer support team for dealerships. You will be responsible for leading a team of 8-10 Product Support Specialists which will include hiring, training, coaching, taking escalations and anything else your team needs!

**Position Location -** This role is available in the following locations: Remote (#LI-REMOTE)

**Time Zone Requirements -** This team operates on the East and West Coast time zone.

**Travel Requirements -** Travel Requirements - This team has regular on-site collaboration sessions. These occur 2-3 days per quarter at either the San Mateo or Austin office. If you need to travel to make these meetups, Upstart will cover all travel related expenses.

**How youll make an impact:**

* Lead and manage a team of 8-10 Customer Support Representatives

* Ensure we maintain our standards of impeccable customer support

* Hit Support SLAs

* Hire and onboard new reps

* Take escalations as necessary

* Train and coach the team on calls and emails

**What were looking for:**

* Minimum requirements:

2 years managing Customer Support

Experience with Zendesk or similar

Experience hiring and onboarding new team members

* Preferred qualifications:

Experience in the automotive industry

**What youll 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) and Employee Stock Purchase Plan (ESPP)

* 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.

Location (City) * Location Preference *

As a digital-first company, we are providing our employees with the opportunity to work remotely across the US and/or from one of our physical office locations.

Please select from the list below your primary work location preference(s). Primary work location is defined as where you will spend more than 50% of your time working. Before making your selection(s), please check to make sure that the location is listed as an option in the jobs description above. Multiple selections can be made if multiple locations are available. Remote is considered a location.

San Mateo, CA

Columbus, OH

Austin, TX

Remote

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As set forth in Upstarts Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

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Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labors Office of Federal Contract Compliance Programs (OFCCP) website at .

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