Customer Success Associate

Customer Success Associate, Clasp Talent

Remote (ET & CT time zones only)

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.

Who 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 + 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 recruiting@clasp.com and we'll arrange another process where we can.

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 recruiting@clasp.com.