This is a fantastic opportunity to work from the comfort of your own home! We are excited to offer a fully remote position with a reputable and thriving company. Currently, we are recruiting in select states across the US: AZ, FL, GA, ID, KS, LA, MI, MN, NC, NE, TX, UT, VA, MO, OK. The annual salary for this position is $60,000 Please apply to only one location only per role. As a fully remote company, we post to multiple locations. Applying for more than one location could result in receiving multiple communications around a position. Are you thrilled by the idea of assisting entrepreneurs nationwide in achieving their dreams of launching their own businesses? For more than 23 years, Guidant Financial has been committed to empowering entrepreneurs and enhancing the growth of small businesses.. So far, we have distributed an impressive $5 billion in funding, supporting the launch of over 30,000 businesses and generating nearly 100,000 jobs that enrich the economy. We aim to inspire and empower you just as we do for the entrepreneurs we assist, allowing you to make a meaningful impact on their success and your own career path. At Guidant, we believe in empowering our employees to make a genuine difference for our clients and their own professional paths. Our commitment to ownership is reflected in our daily work through accountability, innovative problem-solving, and diligent follow-through. We are on an exciting journey towards becoming an ESOP company, further solidifying our dedication to shared accountability and long-term prosperity. Our Values Adaptability: Embracing change is your superpower. You are always ready to seize opportunities to adapt and inspire others along the way. Connection: Building meaningful connections is at the core of what you do. Elevating others is your way of growing and empowering yourself. Excellence: You thrive outside of your comfort zone, constantly seeking ways to improve. Your unquenchable curiosity fuels your drive to make things better. Role Summary As a Client Relations Specialist, you’ll be the primary point of contact for clients in our Bookkeeping and Tax Services department, guiding them through onboarding and supporting them throughout their journey. You’ll lead client meetings, coordinate workflows, and help clients understand both the technical setup and ongoing services we provide. This role blends customer experience, accounting knowledge, and operational coordination—requiring clear communication, attention to detail, and the ability to manage multiple clients at once. You’ll work cross-functionally with internal teams while ensuring clients feel supported, informed, and set up for success. What You'll Be Doing - Lead onboarding meetings and guide clients through their service setup and expectations - Educate clients on accounting best practices and software (e.g., QuickBooks Online) - Support technical setup including bank feeds, integrations, payroll imports, and account connections - Manage client communications, answering questions related to accounting, services, pricing, and processes - Help clients navigate product changes, including upgrades, downgrades, and billing adjustments - Proactively manage client workflows and timelines to ensure a smooth onboarding experience - Resolve client issues and prevent escalations through strong problem-solving and communication - Collaborate with internal teams to coordinate client needs and improve processes - Build a strong understanding of small business operations across various industries What Makes You Successful - You can simplify complex topics for clients - You stay organized and proactive in a fast-paced environment - You take ownership of client experience and outcomes - You’re comfortable working independently while collaborating with a team

• Identify key customer segments and execute campaigns • Implement campaign logic and scenarios • Analyze data to measure effectiveness of campaigns • Collect and analyze customer feedback • Collaborate with other teams to improve user communications • Evaluate and improve retention processes and workflows • Develop customer retention strategies

Role Description The primary function of the Carrier Retention Representative will consist of using the retention strategies and tools, and attempt to discover and solve pain points that might lead to a customer disconnection. Secondarily, they participate in outbound calling or emails campaigns designed to increase Carrier & Wholesale revenue by reducing commercial churn through identifying customers who should be on contract or customer’s whose contracts are expiring. They also handle a detailed process designed to monitor and track customer accounts that are disconnecting services. - Uncover pain points that are causing customers to call into Vyve Broadband to cancel service and attempt to save those customers by solving those pain points. - Monitor and facilitate commercial disconnects through a detailed process designed to make sure that all disconnects happen as scheduled. - Handle and identify Business Solutions opportunities for customers that are not on contract and have contracts that will be expiring. - Assist with customer care for Carrier & Wholesale customers to include account maintenance, account renewals, review contract status and updates. - Demonstrate full understanding of current marketing campaigns, products, offerings and have the ability to communicate them clearly to customers. - Communicate sales activities, reports, and results as requested by management. - Effectively communicate product and service information, feature functionality, billing procedures, and equipment usage to each customer. - Monitor, manage, and work with customers as their disconnection requests move through the disconnection process. - Attempt to retain, renew or increase revenue for customers seeking disconnect, downgrade, or changes to service through examining the needs of customers as they pertain to Vyve Broadband products and services. - Frequent and regular communication with management team. - Manage and develop customers through Salesforce Sales Cloud. - Undertake proactive team retention projects. Qualifications - High School degree or equivalent required. College degree strongly preferred. - Office experience preferred. Requirements - Ability to handle and communicate detailed and process-oriented tasks designed to eliminate errors. - Strong ability to implement time management systems. - Enjoys a busy and always on task environment. - Ability to work well in a team environment to meet profit center goals/quotas. - Exhibit strong sales and customer service orientation with an inclination towards helping others and proactively handle customer concerns. - Salesforce Sales Cloud experience a plus. - Broadhub experience a plus. - Must have excellent verbal and written communication, and organizational skills. - Capability to stay organized, prioritize multiple tasks in a fast-paced environment and provide follow-through. - Ability to pay attention to detail. - Demonstrate the urgency to effectively resolve customer issues and/or close a sale. - Ability to comprehend, communicate and educate customers regarding features and benefits of Vyve Broadband services. - Has experience carrying two or more monthly sales quotas a plus. - Abide by all Northland policies and standards as described in the employee handbook and by management. Working Conditions - Must be able to speak clearly and communicate effectively. - Regularly sits and stands during working hours for prolonged periods. - Regularly work in a remote office setting. Company Description Vyve Broadband strives to provide its customers with the highest quality service at the best possible price. To meet this challenge, Vyve Broadband sets high standards for all of its employees. Vyve Broadband expects that all employees abide by all Vyve Broadband policies and standards as described in the employee handbook and as communicated by management. Vyve Broadband expects all employees to represent the company in a pleasant, cheerful and professional manner at all times. Staff should treat each customer contact as an opportunity to improve system goals through the use of effective sales and retention techniques. All staff are expected to work as a team with co-workers, management and other Vyve Broadband offices to meet or exceed system goals.

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 1,800 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 (opening Summer 2026), 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: As a Senior Customer Contact Specialist at Upstart, you’ll be part of a multi-skilled team that supports applicants across phone, email, and other digital channels throughout the pre-origination journey. You’ll handle a wide range of regulatory, general, and complex application-related inquiries, with a primary focus on resolving escalations from our frontline vendor support team. In this role, you’ll serve as a subject matter expert on our products and procedures—answering associate questions in Slack, contributing to scripts and templates, and ensuring every interaction meets our quality, compliance, and SLA expectations. How you’ll make an impact - Respond to inbound email/phone inquiries and manage real-time chat support (in future-state implementation), providing accurate, helpful, and timely information. - Take ownership of escalation calls from applicants requesting a supervisor, resolving concerns professionally while adhering to compliance and policy guidelines. - Act as a subject matter expert by answering questions from our vendor support teams via slack. - Support funnel conversion by proactively identifying and addressing common applicant questions or pain points. - Maintain accurate notes of all applicant interactions to ensure visibility and alignment across teams. - Identify opportunities to improve CX processes, documentation, or messaging based on recurring feedback or support trends. Minimum Qualifications - 1–2 years of experience in customer service and/or contact center support within a financial services or fintech environment. - Outstanding communication and interpersonal skills, including the ability to explain complex information clearly and professionally. - Proven ability to handle sensitive or escalated customer conversations with empathy and professionalism. - Comfortable navigating multiple systems and tools simultaneously (e.g., Salesforce, Vesta, telephony and chat platforms). - Demonstrated expertise in time management, effectively prioritizing and balancing competing tasks to meet tight deadlines. - Impeccable judgment and acute attention to detail; ability to identify/anticipate customers’ needs and clarify information. - Proven track record of excelling in a metric based environment. Preferred Qualifications - Financial services industry experience. - Familiarity with front-line customer support tools and knowledge management platforms. - Comfort working in high-growth, change-oriented environments where feedback loops are fast and frequent. - Previous experience providing service for multiple product lines Position location This role is available in the following locations: within 60 mi of Columbus, OH Time zone requirements The team operates on the East/West coast time zones. - The open shift times that we currently have are: - Tuesday-Saturday: 11:30-8pm (EST) - Sunday-Thursday: 11:30-8pm (EST) 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. For this specific team and role, you are required to be in office 2 days a week. 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. Columbus, OH - Anticipated Hourly Rate Range $25.48—$25.48 USD What you'll love At Upstart, our benefits are designed to support your health, financial well-being, family, and personal growth. Here’s what you can expect: - Competitive compensation, including base pay, bonus opportunities, and annual equity grants that vest quarterly - Generous 401(k) plan with Upstart matching $2 for every $1 contributed, up to $15,000 per year - Employee Stock Purchase Plan (ESPP) with discounted stock purchase options for eligible employees - Affordable medical, dental, and vision coverage, with multiple plan options - Upstart covers 90% to 100% of the cost depending on the plans you choose - Health Savings Account contributions from Upstart for eligible plans - Income protection benefits, including company-paid Basic Life, AD&D, and Short- and Long-Term Disability coverage, with options to purchase supplemental coverage - Paid time off, sick and safe time, and company holidays - Paid family and parental leave to support caregiving and major life moments - Family-centered benefits through Carrot and Cleo, supporting fertility, parenthood, and caregiving - 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 - 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 and onsites, all-company updates, and employee resource groups (ERGs) - Onsite perks, including catered lunches and fully stocked micro-kitchens when working from one of our four offices, located in the Bay Area, Austin, Columbus, and New York City (opening Summer 2026!). Upstart is a proud Equal Opportunity Employer. Just as we are dedicated to improving access to affordable credit for all, we are committed to inclusive and fair hiring practices. If you require reasonable accommodation in completing an application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please email candidate_accommodations@upstart.com https://www.upstart.com/candidate_privacy_policy