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