Customer Success Associate

Job Description

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.