Customer Success Associate

Job description

## **About Trovy** Trovy is building the financial home base for America's 86 million homeowners — the go-to platform for managing your home and accessing low-rate credit, because life is expensive and unpredictable. We believe your biggest asset should unlock your best financial options: bypass the myriad of expensive, rigid credit products and replace them with one simple, powerful solution built around your home equity. Backed by top-tier venture capital, Trovy is led by a team of proven fintech innovators on a mission to make homeownership and personal finances more manageable. Don't own a home without it. ## **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.