Customer Success Representative

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 Representative, you’ll be a front-line point of contact for Trovy customers, helping them move through onboarding, collecting and processing documents, and answering questions about their HELOC. This is a purely relationship- and service-focused role; it does not involve sales, quotas, or commissions of any kind. You’ll be focused entirely on delivering a genuinely great customer experience. What matters most is your communication skills, attention to detail, and reliability in following established processes. What You'll Do Answer inbound customer calls, emails, and chats in a timely and professional manner Request and follow up on outstanding documents needed from customers to complete their application or draw request Upload, label, and organize customer documents accurately in Trovy's systems Guide applicants through the onboarding process, including document collection and identity verification steps 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 Relay customer feedback and common friction points to the product and operations teams Identify and escalate any compliance-sensitive customer issues to the appropriate team Verify that customer-submitted documents are complete and legible before passing them along for review Follow up with customers on missing signatures or outstanding stipulations/conditions Send customers status update notifications as their application or draw moves through each stage Perform basic troubleshooting for customers having trouble logging into or navigating the customer portal Enter and update customer and loan information accurately in Trovy's loan origination system Maintain accurate, well-organized records of customer interactions in Trovy's systems Stay current on Trovy's product features and day-to-day support procedures Schedule and coordinate callback times with customers as needed Monitor and manage a shared customer support inbox/queue to ensure timely responses Track turnaround times and SLA metrics on open customer cases What We're Looking For Prior customer service or call center experience is a plus Experience with Zendesk or a similar customer support platform is a plus Strong written and verbal communication skills; you can explain things clearly and patiently Customer-first mindset with a genuine interest in helping people Comfort working in a fast-paced, startup environment where processes are still being built Highly organized with strong attention to detail, especially when handling documents and account records 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 Ability to work independently and manage multiple customer interactions simultaneously Compensation & Benefits Compensation: $20.00–$22.00 per hour (non-exempt) Ownership: Equity compensation in addition to hourly pay Market Opportunity: Join a team tackling the $30T home equity market Early Impact: Help shape our operations from the ground up Success: This is not a sales role; no quotas, no commissions. Your success is measured by customer outcomes Location: On-site Salt Lake City Benefits: 401K account, 100% company-paid dental, medical, vision and life insurance, set paid time off days, and more