Customer Support Representative

We're Hiring: Customer Support Representative (CSR)
About Our Mission

PeopleJoy 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 Culture

Our 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 expectations
• Embrace change and adapt quickly
• Take accountability for our work and our outcomes
• Value trust, respect, and follow-through
• Focus on meaningful results, not just chasing numbers

Here, you'll find purpose, ownership, and a team that values progress over perfection.

Our Core Values

Our values shape our vision, products, culture, and customer success:

Do Right by Others
Have people's backs. Be someone others can rely on.

Improve Every Time
We 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 Honest
We 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 Together
We prioritize team success over individual comfort, take feedback with humility, and step into whatever role helps the team win today.

Grit
We commit to long-term goals with resilience and discipline, pushing through obstacles even when progress feels slow.

About the Opportunity

We'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 Details

• Title: Customer Support Representative
• Reports To: Customer Success Manager
• Location: Fully remote
• Job Type: Full-Time
• Benefits: Medical, Dental, 401(k) match, short- and long-term disability, life insurance

What Does a CSR at PeopleJoy Do?

• Respond to client inquiries via phone, email, chat, SMS, and ticketing systems in a supportive, professional manner
• Resolve non-technical issues using PeopleJoy's approved workflows, scripts, and templates
• Analyze borrower needs to determine next steps, required documentation, or program-specific guidance
• Collaborate with other CSRs to resolve complex or escalated cases
• Surface workflow gaps or borrower friction points to the product and operations teams
• Accurately document all interactions and case actions in PeopleJoy's CRM and internal tools

This Role Is a Great Fit If You:

• Are process-driven, organized, and highly detail-oriented
• Communicate clearly, professionally, and with empathy
• Have a strong work ethic and reliable follow-through
• Demonstrate high empathy for borrowers navigating financial stress
• Are a quick learner who can master new program rules with guidance
• Are a dependable team player who follows processes and asks questions when needed

What Success Looks Like in This Role

You're succeeding when:

• All service-level agreements are consistently met
• Customer satisfaction and borrower feedback remain high
• You contribute ideas that improve workflows and enhance the borrower experience

If this sounds like a role where you'd thrive and make a meaningful impact, we'd love to hear from you.