Customer Success Associate

Clasp

2d•$65,000 - $80,000•Remote

About The Position

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. 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. Clasp is 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. 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.

Requirements

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.
Candidates must be authorized to work in the United States for any employer.

Nice To Haves

Experience with Financial Aid is a plus, but not required.
Prior loan underwriting experience is a plus, but not required.

Responsibilities

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.