Customer Experience Manager, Home Lending
Burlingame, CA · Columbus, OH · Burlingame · USD 104,800-145,000 · 2+ years experience · Remote · Posted Oct 12, 2026
At a glance
- Experience
- 2+ years experience
- Workplace
- Remote
- Location
- Burlingame, CA · Columbus, OH · Burlingame
- Salary
- USD 104,800-145,000 · Base salary
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:
- HELOC is a fast-growing and strategically critical product line. The Customer Experience Manager will be instrumental in shaping how customers perceive and engage with our brand. This role ensures we deliver a trusted, streamlined, and supportive experience—one that sets us apart as we build a white-glove lending partner ecosystem and elevate the standard of customer support in home lending.
About the role
- The Customer Experience Manager, HELOC will lead a team of Customer Experience agents supporting borrowers and applicants throughout their HELOC journey.
- This leader manages inbound customer communication channels including phone, email, and future chat support while shaping how customers interact with Home Equity products.
- The role combines strong people leadership with operational rigor and process thinking to design frictionless, empathetic customer interactions.
Responsibilities
- Help develop and implement strategies to optimize team performance and achieve department goals and targets.
- Monitor team performance metrics and KPIs, identify areas for improvement, and implement corrective actions as needed.
- Oversee customer communication channels for both the CX and Loan processing teams ensuring the best possible customer experience and maintaining SLA.
- Drive Channel Strategy (phones, emails, chat, message center and other self service channels).
Requirements
- 3 + years of people management experience demonstrating strong leadership and interpersonal skills, with the ability to motivate and inspire others to achieve their full potential.
- 3+ years experience working in the Home Lending industry at a Financial Institution or Mortgage company.
- 2+ years experience working with telephony systems building workflows and reporting
- Strong analytical and problem solving skills with the ability to identify issues and develop thoughtful data driven solutions.
- Relentless drive for qualitative and quantitative improvement in customer sentiment.
Preferred qualifications
- 5+ years of people leadership experience in an operations environment.
- NMLS Licensed is a plus.
- Servicing or Interim-servicing experience.
- Previous background managing customer facing teams or driving customer experience strategy.
Benefits
- Target bonuses, equity compensation, and annual equity grants that vest quarterly
- 401(k) or Group Retirement Savings Plan with a company match of $2 for every $1 contributed, up to $15,000 annually
- Employee Stock Purchase Plan (ESPP) with discounted stock purchase options
- Comprehensive health coverage including medical, dental, vision, and wellness resources
- Health Savings Account contributions from Upstart for eligible plans
- Income protection benefits including life insurance and disability coverage
- Paid time off, sick leave, and company holidays
- Paid family and parental leave
- Employee Assistance Program (EAP) offering mental health support
- Annual wellness allowance and annual productivity allowance
Workplace
- Required to work from the Columbus Ohio office 2 days per week or the Burlingame, California 1 day per week.
- Teams operate on East and West coast time zones.
