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ashby

Customer Success Associate

Clasp
Remote, USA
Full-time
Mid
Remote
Discovered 2 weeks ago

Full Job Posting

What You’ll Do

  • Serve as the first point of contact for customers, delivering prompt, clear, and empathetic support via calls, email, and chat.
  • Answer customer inquiries, providing clear information on loan products and statuses.
  • Assist customers with online applications and troubleshooting.
  • Build and maintain positive relationships with customers at every stage of their journey.
  • Address inquiries, resolve concerns, and manage escalated issues with clear and timely communication to ensure smooth and efficient resolutions.
  • Handle complaints, conduct thorough research, and supply required documentation to external agencies as needed.
  • Collaborate with internal teams to resolve customer issues and keep records accurate and up to date.
  • What You’ll Need
  • Strong communication skills, with an ability to clearly explain loan products.
  • Customer-focused, empathetic, able to effectively handle escalated calls, and proactive in resolving issues.
  • Ability to handle a high volume of tasks in a fast-paced environment.
  • Basic technical skills and willingness to learn new tools (e.g., MS Office, loan origination systems, Zendesk).
  • Strong analytical skills with attention to detail and accuracy.
  • Experience with Financial Aid is a plus, but not required.
  • Prior loan underwriting experience is a plus, but not required.
  • What We Give In Return
  • Competitive cash and equity compensation
  • Health benefits (health, dental, & vision)
  • 401k + match
  • Flexible PTO policy
  • Opportunities to grow and perform in a fast-paced environment alongside a stellar team.
  • Salary
  • The salary range for this position is competitive and will be commensurate with the candidate’s experience, qualifications, and industry knowledge, ranging between $65,000 to $80,000 annually. In addition to the base salary, we offer an attractive equity component as part of our compensation package, providing an opportunity for eligible employees to share in the success and growth of our company. We are committed to offering competitive compensation and benefits packages to attract and retain top talent.
  • Work authorization
  • This role is not eligible for immigration sponsorship, now or in the future. Candidates must be authorized to work in the United States for any employer.
  • How we use AI in hiring
  • Clasp uses AI-assisted tools in parts of our hiring process, such as AI notetakers transcribing or summarizing interviews, scheduling, and supporting evaluation in technical assessments. Humans review applications and make every hiring decision. AI tools don't make final decisions about any candidate. You're welcome to use AI to research Clasp and prepare, but during live interviews and assessments we want to hear your own thinking, so please don't use AI tools that generate or feed you responses in real time. If you'd like to be evaluated without AI tools, need an accommodation, or have questions about how we use these tools, email [email protected] and we'll arrange another process where we can.

Preferred Qualifications

  • Experience with Financial Aid is a plus, but not required.

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