Customer Success Associate

Role Overview

As a Customer Success Associate, you'll be the primary point of contact for Trovy customers - guiding them through onboarding, answering questions about their HELOC, and making sure every customer feels supported from application to active use. This is a relationship-first role, not a sales role. You won't be chasing commissions - you'll be focused on delivering a genuinely great customer experience.

What You'll Do

• Serve as a trusted resource for customers throughout the HELOC lifecycle - from application questions to draw activity and account management
• Respond to inbound customer inquiries via phone, email, and chat in a timely and professional manner
• Guide applicants through the onboarding process, including document collection, identity verification, and disclosure acknowledgment
• Follow established operations processes with precision and consistency, and flag gaps or inefficiencies as you find them
• Actively collaborate with the operations team to refine and improve workflows - you'll help build the playbook, not just follow it
• Work closely with the product team to communicate customer feedback, identify friction points, and inform how the product evolves
• Identify and escalate any compliance-sensitive customer issues to the appropriate team
• Maintain accurate, well-organized records of customer interactions and loan activity in Trovy's systems
• Stay current on Trovy's product features, state-specific requirements, and applicable lending regulations

What We're Looking for

• Experience with Zendesk or a similar customer support platform is a plus
• Strong written and verbal communication skills; you can explain complex financial concepts in plain language
• Customer-first mindset with a genuine interest in helping people make smart decisions about their home equity
• Comfort working in a fast-paced, startup environment where processes are still being built
• Highly organized with strong attention to detail - you can follow compliance-sensitive procedures accurately and keep your work structured even when volume picks up
• Process-oriented mindset with a bias toward improvement - you notice when something could work better and you say so
• Collaborative by nature; you work well across teams and are comfortable contributing to product and operations conversations, not just customer-facing ones
• Ability to work independently and manage multiple customer interactions simultaneously
• Familiarity with mortgage or consumer lending basics is a plus, but not required beyond licensure

Compensation & Benefits

• Compensation: Base Compensation: $23.00 - $26.00, plus bonus and equity
• Market Opportunity: Join a team tackling the $30T home equity market.
• Early Impact: Help shape our operations from the ground up.
• Ownership: Competitive salary, meaningful equity, and room to grow.
• Success: No sales commissions; your success is measured by customer outcomes, not volume
• Location: On-site. Salt Lake City, Utah
• Benefits: 401K account, 100% company-paid dental, medical, vision and life insurance, time off, and more.