Customer Success Associate (FT Contractor, Remote)

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Who We Are

Summer’s mission is to help the 45 million Americans burdened by student debt save money through smart, algorithm-based recommendations. Summer combines policy expertise and innovative technology to serve student loan borrowers across the country. Our founding team draws on years of experience in public policy, law, consumer finance, and engineering to tackle one of the greatest challenges of our generation.

We are a Certified B Corporation® as part of our commitment to helping all borrowers improve their financial health through better repayment strategies. We recently raised our Series A and are backed by a team of world-class investors, including General Catalyst, NextView, Greycroft, Foundation Capital, Story Ventures, QED Investors, and Flourish Ventures.

Learn more about how Summer’s product works in this quick video, and hear what our borrowers have to say about us here!

Your Role

As a member of our Borrower Success Team, you’ll work directly with student loan borrowers to help them navigate Summer’s tools and enroll in federal forgiveness and repayment programs. With training and hands-on experience, you’ll quickly become an expert in the student loan landscape and serve as the first point of contact for our users. 

This posting is for a remote, full-time, contractor role for up to 5 months—with the possibility of extension or permanent hiring in NYC based on performance and company needs.

Job responsibilities may include:

  • Understanding Summer's product offerings and how they address borrowers' needs
  • Engaging with borrowers via email and live chat
  • Reviewing and submitting applications for federal loan programs
  • Proactively suggesting and implementing ideas and automations that can help scale the team
  • Bringing user feedback to life with the product, design, and engineering teams to create new features and offerings
  • Collaborating with the Borrower Success Team to achieve team and company growth goals in line with our social mission

This position will report to the Head of Borrower Success.

Recommended Experience

We are seeking teammates with at least one year of relevant work experience. Experience with start-ups, finance (including financial aid or fintech), government programs, or customer support is a plus. We are excited to work with teammates who are passionate about applying their talents in a fast-paced startup environment to tackle a major social issue of our time. 

During the interview process, we’ll be evaluating these key qualities in your experience and potential:

  • Detail oriented: You can understand and communicate complex program requirements; you can capably manage internal systems and processes
  • Fast learner: You have demonstrated experience in quickly mastering new skills and knowledge areas
  • Clear communicator: You can field questions from borrowers with empathy, tact, and clarity
  • Excellent teammate: You collaborate with and support your teammates; you clearly communicate capacity and expectations

Values

We're proud to be a mission-driven company with an inclusive culture. Our greatest asset is the set of values our team strives to embody every day: empathy, diversity, growth, determination, humility, and fun. Read more about what these mean to us at www.meetsummer.org/careers.

Sound interesting? We look forward to hearing from you. Join us to help fix the system!


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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • ReactLibraries
    • ReduxLibraries
    • Node.jsFrameworks
    • PostgreSQLDatabases
    • Google AnalyticsAnalytics
    • MixpanelAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • ZendeskCRM
    • MailChimpEmail
    • SendGridEmail

Location

We're a New York-based team, currently working out of our home offices during COVID.

An Insider's view of Summer

What are some social events your company does?

During quarantine, we've held a number of virtual social activities such as team trivia, group workouts, and game nights. We also started Summer Stories, which offers employee a chance to share stories from their personal lives. Lastly, we use the "donut" bot on Slack to randomly match teammates with one another for weekly coffee chats.

Yuriko

Software Engineer

What's the biggest problem your team is solving?

The particular challenge for my team is helping every borrower navigate the student loan system and find a clear path toward forgiveness or repayment. We're building a solution to help thousands (or millions!) of borrowers find relief. How do we scale our platform to make every borrower at Summer feel supported? Come join and help us figure it out!

Bridget

Head of Borrower Success

How has your career grown since starting at the company?

Everyone here at Summer has been incredibly supportive as I began my first job as a software engineer. With active mentorship and plenty of opportunities to explore new technologies, I’ve been able to broaden my horizons and get a solid footing on a new career path. I’m especially looking forward to the next hackathon as we grow the team!

Don

Software Engineer

How do your team's ideas influence the company's direction?

Our greatest assets are our team's ideas and a culture that encourages sharing them. Collaboration is critical to our success given the complexity of student debt’s relationships to finance, data science, and public policy. We are committed to facilitating this exchange—whether in meetings, lunch and learns, hackathons, or team presentations.

Paul Joo

Co-Founder & COO

How do you empower your team to be more creative?

Our team collaborates early on in the ideation process, sketching low fidelity solution ideas with our designers, conceptualizing new ways of building solutions, and taking the time to research innovative approaches. We empower each other to start small, prototype, and ‘fail fast’ to learn the most and get to the best outcome for our borrowers.

Leah

Lead Designer

What are Summer Perks + Benefits

Summer Benefits Overview

We offer the following benefits:
- Mission-driven company and inclusive culture
- Significant equity allocations
- Health, vision, and dental insurance coverage
- 401(k) plans and 4% employer matching
- Commuter benefits
- Generous vacation, medical, and family leave policies
- Contribution toward student loan repayment

Culture
Partners with Nonprofits
Friends outside of work
Eat lunch together
Daily sync
Open door policy
Team based strategic planning
Group brainstorming sessions
Diversity
Highly diverse management team
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Summer will cover 100% of the cost of your dental insurance!
Vision Benefits
Summer will cover 100% of the cost of your vision insurance!
Health Insurance Benefits
Summer will cover 100% of the cost of your medical insurance!
Team workouts
Summer hosts monthly team fitness classes over Zoom!
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
We offer one month of paternity leave and two months of maternity leave.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Happy Hours
Professional Development Benefits
Lunch and learns
Promote from within
Mentorship program

Additional Perks + Benefits

Our greatest asset is the set of values our team strives to embody every day: empathy, diversity, growth, determination, humility, and fun. Read more about what these mean to us at https://www.meetsummer.org/careers.

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