Customer Success Associate
Job Description
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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.
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Clasp
View Company ProfileClasp (operating under clasp.com, legally Clasp Inc., and formerly known as Stride Funding) is the premier, enterprise-grade loan-linked hiring platform, alternative student financing pioneer, and human capital technology orchestration powerhouse engineered to act as the definitive, retention-driven healthcare recruitment, automated loan repayment, and workforce stabilization layer for major hospital networks, medical practices, and emerging clinical operators across the United States. Co-founded by visionary fintech entrepreneur Tess Michaels (CEO) alongside operational architect David Kafafian (COO), the company completely eliminates the severe systemic friction of modern clinical staffing—where healthcare institutions battle catastrophic workforce shortages and low employee retention, while graduating clinicians stagger under a combined multi-trillion dollar student debt crisis—by deploying its proprietary employer-sponsored loan-repayment matrix. Moving far beyond traditional, passive signing bonuses or standard, disconnected third-party tuition reimbursement vouchers, Clasp natively unifies structured student-to-employer match channels (pre-selecting clinical candidates well before graduation), automated institutional loan servicing routing, and performance-tied, retention-driven repayment logic into a high-availability employer and talent workflow platform. Described conceptually as "ROTC for healthcare," the platform scales candidate pools and delivers up to a 75% lift in employee tenure for leading health infrastructure systems like OhioHealth, Rochester Regional Health, and MyEyeDr. Highlighting its prominent market validation and status as an elite FinTech vanguard, Clasp has been recognized as a standout on the Forbes Fintech 50 and completed a monumental $20 million Series B financing framework in March 2026 led by Crosslink Capital, expanding its organizational talent footprint to further scale its institutional network. Under the hood, its technology core utilizes secure, automated multi-bank ledger mappings, integrated student-loan tracking configurations via specialized servicing nodes, HR software compliance frameworks, and secure API integrations built to deliver frictionless payroll deductions and loan pay-downs with flawless structural security. What sets Clasp apart is its uncompromising dedication to replacing volatile, short-term recruitment tactics with absolute workforce predictability, student-centric financial equity, and highly visible localized career paths; by bridging the gap between performance-intensive structural data validation and front-row clinical staffing needs, the enterprise remains the definitive cornerstone of modern algorithmic human resource engineering and global healthcare talent ecosystem transformation.
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