---
title: 'Customer Success Representative at Trovy'
canonical: 'https://feeny.ai/job/customer-success-representative-trovy-salt-lake-city-gd61c330d0e0'
type: 'job'
last_seen: '2026-09-09'
---

# Customer Success Representative at Trovy

- **Company:** Trovy
- **Location:** Salt Lake City, UT
- **Employment:** full-time
- **Work type:** onsite
- **Posted:** 2026-08-28
- **Last confirmed live:** 2026-09-09
- **Apply:** https://jobs.ashbyhq.com/trovy/9b3676e6-59a0-4614-a7a0-1da32bacaf4a

## Job description

## About Trovy

Trovy is building the financial home base for America's 86 million homeowners — the go-to platform for managing your home and accessing low-rate credit, because life is expensive and unpredictable. We believe your biggest asset should unlock your best financial options: bypass the myriad of expensive, rigid credit products and replace them with one simple, powerful solution built around your home equity. Backed by top-tier venture capital, Trovy is led by a team of proven fintech innovators on a mission to make homeownership and personal finances more manageable. Don't own a home without it.

## Role Overview

As a Customer Success Representative, you’ll be a front-line point of contact for Trovy customers, helping them move through onboarding, collecting and processing documents, and answering questions about their HELOC. This is a purely relationship- and service-focused role; it does not involve sales, quotas, or commissions of any kind. You’ll be focused entirely on delivering a genuinely great customer experience. What matters most is your communication skills, attention to detail, and reliability in following established processes.

## What You'll Do

- Answer inbound customer calls, emails, and chats in a timely and professional manner
- Request and follow up on outstanding documents needed from customers to complete their application or draw request
- Upload, label, and organize customer documents accurately in Trovy's systems
- Guide applicants through the onboarding process, including document collection and identity verification steps
- Follow established operations processes with precision and consistency, and flag gaps or inefficiencies as you find them
- Actively collaborate with the operations team to refine and improve workflows
- Relay customer feedback and common friction points to the product and operations teams
- Identify and escalate any compliance-sensitive customer issues to the appropriate team
- Verify that customer-submitted documents are complete and legible before passing them along for review
- Follow up with customers on missing signatures or outstanding stipulations/conditions
- Send customers status update notifications as their application or draw moves through each stage
- Perform basic troubleshooting for customers having trouble logging into or navigating the customer portal
- Enter and update customer and loan information accurately in Trovy's loan origination system
- Maintain accurate, well-organized records of customer interactions in Trovy's systems
- Stay current on Trovy's product features and day-to-day support procedures
- Schedule and coordinate callback times with customers as needed
- Monitor and manage a shared customer support inbox/queue to ensure timely responses
- Track turnaround times and SLA metrics on open customer cases

## What We're Looking For

- Prior customer service or call center experience is a plus
- Experience with Zendesk or a similar customer support platform is a plus
- Strong written and verbal communication skills; you can explain things clearly and patiently
- Customer-first mindset with a genuine interest in helping people
- Comfort working in a fast-paced, startup environment where processes are still being built
- Highly organized with strong attention to detail, especially when handling documents and account records
- Process-oriented mindset with a bias toward improvement: you notice when something could work better and you say so
- Collaborative by nature; you work well across teams
- Ability to work independently and manage multiple customer interactions simultaneously

## Compensation & Benefits

- Compensation: $20.00–$22.00 per hour (non-exempt)
- Ownership: Equity compensation in addition to hourly pay
- Market Opportunity: Join a team tackling the $30T home equity market
- Early Impact: Help shape our operations from the ground up
- Success: This is not a sales role; no quotas, no commissions. Your success is measured by customer outcomes
- Location: On-site Salt Lake City
- Benefits: 401K account, 100% company-paid dental, medical, vision and life insurance, set paid time off days, and more

## About Trovy

## Core Business
- **Primary industry**: Financial Services – Home equity lending and consumer finance
- **Target customers**: B2C – Homeowners seeking low-cost access to their home equity for debt consolidation, home improvements, or everyday expenses
- **Mission/purpose**: “Your home is your greatest asset. Trovy helps you use it that way.”

## Products & Services
- **Trovy HELOC (Home Equity Line of Credit)**: A digital-first HELOC offering up to $250k with variable rates starting at 5.99% APR. Key features include no upfront draw on loans ≤$100k, funding in as few as 4 days, and a linked Trovy Card (Mastercard) for instant access. Borrowers can choose variable or fixed rates (via FixedPay feature) and can draw, repay, and redraw repeatedly. No application, appraisal, or annual fees; 2% cash back on home purchases and 1% on everything else when using the Trovy Card (no interest on purchases if paid monthly in full).

## Market Standing
- **Valuation/Market Cap**: Not publicly available
- **Key Metric**: Headcount of 15 employees (as of mid-2026), with +214.3% year-over-year growth and +22.2% monthly growth. LinkedIn followers: 1,703 (yearly growth +782.4%).
- **Notable Investors/Partners**: Not disclosed on the website or LinkedIn. The company is privately held and does not list investors publicly.
- **Growth Signals**: Expanded to 20 licensed states (including California) within the first year; featured in NerdWallet (May 2026); rapid headcount growth; alumni from companies like Figure, DocGo, Azibo.

## Competitive Advantages
- **Speed & convenience**: 100% online application, remote notary, and funding in as few as 4 days (vs. traditional HELOC timelines of weeks).
- **Flexibility**: No minimum upfront draw for loans ≤$100k; ability to switch between variable and fixed rates on individual balances; card-based access anywhere Mastercard is accepted.
- **Low cost**: Rates comparable to mortgages, significantly lower than credit cards or personal loans; minimal fees (no application, appraisal, or annual fees; no draw fee when using the Trovy Card for purchases).
- **Modern user experience**: Digital-first, with a focus on eliminating friction (no checks, no in-person meetings).

## Strategic Focus
- **Platform expansion**: Trovy aims to become the standard “homeowner platform,” extending beyond HELOCs into a suite of products that help homeowners manage equity, access credit, and optimize their finances over a lifetime.
- **Geographic growth**: Currently licensed in 20 states, with plans to expand nationwide.
- **Product innovation**: Continued development of the Trovy Card, FixedPay feature, and integration of home equity into everyday spending.

## Why Work Here
- **Culture & mission**: Trovy is a mission-driven fintech startup reimagining home equity access. The team is described as “#Teamgold” – collaborative, fast-moving, and focused on solving a real consumer pain point.
- **Work environment**: Primary office in Manhattan (1460 Broadway, overlooking Bryant Park) with an operations center in Salt Lake City, Utah. The company is early-stage (15 employees), offering significant ownership and impact from day one.
- **Growth opportunity**: Rapid headcount growth (+214% YoY) and a young company (founded 2024) mean early employees can shape the product and culture. Technical roles make up 23% of the team.
- **Perks**: White-glove customer service ethos, modern fintech stack, and a focus on building a category-defining product. The careers page (via Ashby) lists open roles; the company values transparency and speed.

## Sources
1. [trovy.com](https://trovy.com/)
2. [trovy.com/company](https://trovy.com/company/)
3. [trovy.com/careers](https://trovy.com/careers/)
4. [LinkedIn – Trovy Technologies](https://www.linkedin.com/company/trovy-technologies-inc)
5. [Ashby Careers Page](https://jobs.ashbyhq.com/trovy)

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