Customer Support Representative

About PeopleJoy

PeopleJoy specializes in managing education benefits software tailored for employers who prioritize their workforce's growth and mission. As employee expectations evolve towards personalized support, continuous learning, and community, PeopleJoy partners with employers to provide education and student loan benefits through a fully managed service designed to deliver significant value for both employees and employers.

Our Culture and Values

Our diverse team is united by a shared purpose to assist others and make a positive difference. We put customers first and aim to exceed their expectations by embracing change, taking accountability, fostering trust and respect, and focusing on impactful results rather than just metrics.

Our core values include:

• Do Right By Others: Be reliable and supportive colleagues.
• Improve Every Time: Continuously refine and enhance our processes through simplification and automation.
• Be All-In and Be Honest: Commit fully to the mission, take responsibility, and openly address misalignments.
• Win Together: Prioritize team success, accept feedback humbly, and contribute flexibly.
• Grit: Show resilience and discipline pursuing long-term objectives despite challenges.

Job Overview

As a Customer Support Representative (CSR), you will play a crucial role in delivering empathetic and accurate assistance to employees utilizing education benefits during challenging financial times. This remote, full-time opportunity reports to the Customer Success Manager and offers a salary range of $48,000 to $58,000, along with comprehensive benefits including medical, dental, 401(k) matching, disability coverage, and life insurance.

Key Responsibilities

• Respond professionally and supportively to client inquiries through phone, email, chat, SMS, and ticketing platforms.
• Handle non-technical client issues using established workflows, scripts, and templates.
• Assess borrower needs to identify appropriate next steps, documentation requirements, and program-specific guidance.
• Work collaboratively with fellow CSRs to resolve complex or escalated cases.
• Identify and report workflow inefficiencies or borrower challenges to product and operations teams.
• Maintain thorough and accurate documentation of interactions and case management in internal CRM and tools.

Preferred Qualifications

• Strong organizational skills and attention to detail with a process-oriented mindset.
• Excellent and empathetic communication abilities.
• Dependable with a strong work ethic and consistent follow-through.
• Ability to empathize with clients facing financial stress.
• Quick learner capable of mastering new program rules efficiently.
• Team-oriented, adheres to processes, and proactively seeks clarification when needed.

Measures of Success

• Reliable achievement of all service-level agreements.
• High levels of customer satisfaction and positive borrower feedback.
• Active contribution to workflow enhancements and improved borrower experiences.