Customer Experience Manager, Home Lending

Role Overview

The Customer Experience Manager will lead a team of Customer Experience agents responsible for supporting borrowers and applicants throughout their HELOC journey. 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.

What You Will Do

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.

Why It Might Be a Fit

The ideal candidate combines strong people leadership with deep operational rigor, process thinking, and a passion for designing frictionless, empathetic customer interactions.

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.

Benefits

• Competitive compensation, including base pay, bonus opportunities, and annual equity grants that vest quarterly
• Retirement benefits to help you plan for the future, including a 401(k) or Group Retirement Savings Plan with a company match of $2 for every $1 contributed, up to $15,000 annually (USD in the US, CAD in Canada)
• Employee Stock Purchase Plan (ESPP) with discounted stock purchase options for eligible employees (US only)
• Comprehensive health coverage designed to support you and your family, including medical, dental, vision, and wellness resources for US and supplemental health coverage for Canada.
• Health Savings Account contributions from Upstart for eligible plans (US only)
• Income protection benefits, including life insurance and disability coverage for added financial security
• Paid time off, sick leave, and company holidays, in line with local requirements
• Paid family and parental leave to support caregiving and major life moments (duration varies by country)
• Family-centered benefits to support fertility, parenthood, and caregiving needs
• Employee Assistance Program (EAP) offering mental health support and life-centered resources
• Financial wellness resources, including access to financial planning tools and a financial concierge service (US Only)
• Annual wellness allowance to support your physical and emotional well-being and personal development, based on what matters most to you
• Annual productivity allowance to invest in relevant tools and resources you need to do your best work, no matter where you work from
• Connection and community through team events, all-company updates, and employee resource groups (ERGs)
• Onsite perks, including catered lunches and fully stocked micro-kitchens when working from one of our offices in the Bay Area, Austin, Columbus, and New York City