[Hiring] Customer Success Associate @Clasp

Role Description

Our customers are at the heart of everything we do, and the Customer Success Associate is the human face of that promise. In this role, you’ll be the first point of contact for learners navigating their education financing journey—answering questions, guiding them through applications, and resolving issues with empathy and care. Great customer experiences build the trust that powers economic mobility, making this position essential to Clasp’s mission and growth.

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.

Qualifications

• 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.

Benefits

• 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.

Equal Opportunity

Clasp is an Equal Opportunity Employer. We don't discriminate based on race, color, religion, creed, sex (including pregnancy, childbirth, and related conditions), sexual orientation, gender identity or expression, national origin, ancestry, age, disability, genetic information, marital status, veteran or military status, citizenship status (except as required by law), or any other status protected by federal, state, or local law. Qualified applicants with arrest or conviction records will be considered in line with applicable fair chance laws. If you need a reasonable accommodation during the hiring process, email [email protected].