Manager of Product Support, Auto Retail

Upstart
Austin, TX Remote Full Time
POSTED ON 12/4/2022 CLOSED ON 3/15/2023

Job Posting for Manager of Product Support, Auto Retail at Upstart

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, we're now poised to leverage our domain expertise and revolutionize every aspect of lending and credit risk evaluation. We've recently expanded our offerings to include automobile refinancing and we plan to take on more verticals as the business grows.

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 was 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.

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 Auto Retail team is a dynamic and growing team in charge of expanding Upstart's 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 Product 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

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 you'll 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 we're 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 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) and Employee Stock Purchase Plan (ESPP)
  • Catered lunches snacks & drinks

The minimum base pay for this position in Colorado is $90,000 bonus equity benefits. Base pay may vary depending on job-related knowledge, skills, and experience. This information is provided in accordance with the Colorado Equal Pay Act. It is specific to Colorado and may not be applicable to other locations.


#LI-MidSenior #LI-REMOTE


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.

https://www.upstart.com/candidate_privacy_policy

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