Customer Success Associate
Trovy · Trovy is a fintech company that provides applications. analytics, and financial services.
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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.
Applications go straight to the employer. VCBacked does not sit between you and the company.