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17 days ago
Requirements and responsibilities
We’re Hiring: Customer Support Representative (CSR)About Our MissionPeopleJoy provides managed education benefits software for employers committed to their people and their purpose.As workforce expectations shift toward personalization, continuous skilling, and community, PeopleJoy helps employers meet the moment. We deliver education and student loan benefits as a fully managed service that drives real impact for employees and employers alike.About Our CultureOur culture is what makes PeopleJoy a great place to do meaningful work. We come from diverse backgrounds and experiences, but we’re united by a shared drive to help others and improve lives.We:Put customers first and strive to exceed expectationsEmbrace change and adapt quicklyTake accountability for our work and our outcomesValue trust, respect, and follow-throughFocus on meaningful results, not just chasing numbersHere, you’ll find purpose, ownership, and a team that values progress over perfection.Our Core ValuesOur values shape our vision, products, culture, and customer success:Do Right by OthersHave people’s backs. Be someone others can rely on.Improve Every TimeWe don’t do the same work the same way twice. We constantly streamline, simplify, and automate so each iteration is faster and better.Be All-In — and Be HonestWe act in the best interest of PeopleJoy’s mission and long-term success. We show up fully, take responsibility, and raise our hands early if something feels out of alignment.Win TogetherWe prioritize team success over individual comfort, take feedback with humility, and step into whatever role helps the team win today.GritWe commit to long-term goals with resilience and discipline, pushing through obstacles even when progress feels slow.About the OpportunityWe’re seeking a customer-obsessed problem solver with strong communication skills to support our clients and their employees. Customer Support Representatives are the backbone of PeopleJoy, playing a critical role in helping employees navigate education assistance programs during some of the most complex and financially stressful moments of their lives.As a CSR, you’ll guide borrowers across multiple service lines—including loan forgiveness, tuition assistance, student loan repayment assistance, and refinancing—ensuring they receive clear, accurate, and empathetic support at every step. You’ll follow documented workflows, maintain detailed case notes, and help borrowers achieve outcomes that can be truly life-changing.This is not a generic call center role. It requires strong attention to detail, excellent communication, and the discipline to operate within structured, high-impact processes.Job DetailsTitle: Customer Support RepresentativeCompensation: $48,000–$58,000Reports To: Customer Success ManagerLocation: Fully remoteJob Type: Full-TimeBenefits: Medical, Dental, 401(k) match, short- and long-term disability, life insuranceWhat Does a CSR at PeopleJoy Do?Respond to client inquiries via phone, email, chat, SMS, and ticketing systems in a supportive, professional mannerResolve non-technical issues using PeopleJoy’s approved workflows, scripts, and templatesAnalyze borrower needs to determine next steps, required documentation, or program-specific guidanceCollaborate with other CSRs to resolve complex or escalated casesSurface workflow gaps or borrower friction points to the product and operations teamsAccurately document all interactions and case actions in PeopleJoy’s CRM and internal toolsThis Role Is a Great Fit If You:Are process-driven, organized, and highly detail-orientedCommunicate clearly, professionally, and with empathyHave a strong work ethic and reliable follow-throughDemonstrate high empathy for borrowers navigating financial stressAre a quick learner who can master new program rules with guidanceAre a dependable team player who follows processes and asks questions when neededWhat Success Looks Like in This RoleYou’re succeeding when:All service-level agreements are consistently metCustomer satisfaction and borrower feedback remain highYou contribute ideas that improve workflows and enhance the borrower experienceIf this sounds like a role where you’d thrive and make a meaningful impact, we’d love to hear from you.
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