Customer Success Associate

Clasp; United States; Remote; USD 65,000 - 80,000; Full time

Benefits offered by this job

Cash and equity

Health benefits

Commuter benefits

Flexible PTO

Growth opportunities

Job summary

Clasp Talent seeks a Customer Success Associate to guide learners through education financing, answer questions, and resolve issues with empathy. You will be the first contact for customers, supporting them via calls, email, and chat, while building lasting relationships and ensuring smooth loan processes.

The role emphasizes strong communication, high-volume task management, and the ability to learn new tools, with equity alongside competitive cash compensation as part of a mission-driven

Qualifications

• Clear and effective communication with customers.
• Empathetic, customer-focused approach and ability to resolve escalations.
• Ability to manage a high volume of tasks in a fast-paced environment.
• Basic technical skills and willingness to learn tools (MS Office, LOS, Zendesk).
• Strong analytical skills with attention to detail and accuracy.
• Experience with Financial Aid is a plus, not required.
• Prior loan underwriting experience is a plus, not required.

Responsibilities

• Serve as the first point of contact for customers via calls, email, and chat.
• Explain loan products and statuses to customers.
• 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 escalate issues with clear communication.
• Handle complaints, conduct thorough research, and supply needed documentation to external agencies.
• Collaborate with internal teams to resolve issues and keep records accurate.

Skills

Communication skills

Customer focus

High-volume work

Technical skills

Analytical skills

Financial Aid experience

Loan underwriting experience

Tools

MS Office

Loan origination systems

Zendesk

Job description

Customer Success Associate - Clasp Talent

Location

Open to Remote in EST or CST Locations

Clasp About Us

Clasp is a venture-backed, mission-driven startup transforming access to education and career pathways. We are revolutionizing the way employers attract and retain critical talent, while simultaneously tackling the student debt crisis. (Yep, we think BIG.) Our innovative platform meaningfully connects employers, educational institutions, and diverse talent to drive mutual benefit—using accessible education financing as the thread. We like to think of ourselves as more than a fintech; we’re a catalyst for economic mobility.

A Forbes Fintech 50 company, portfolio company of SHRM (Society of Human Resource Management, the largest HR organization out there!) and recipient of “18 most promising startups in healthcare” by Business Insider, Clasp is driven by our commitment to social impact and innovation. We are reshaping the future of the workforce one opportunity at a time. Join us on our journey to give power to learners and unlock fulfilling careers that drive positive change in their communities and beyond.

We’re not just building a fintech product—we’re driving economic mobility. If you’re excited to build, grow, and make a real impact, join us.

What We Need

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.

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

• Commuter benefits

• 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– $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.

We are committed to creating a diverse and inclusive workplace where all employees feel valued, respected, and empowered to contribute their unique perspectives and talents. Clasp is an equal opportunity employer and prohibits discrimination and harassment of any kind. We embrace diversity and are dedicated to providing equal employment opportunities to all individuals regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by law.