PeopleJoy · 2 days ago
Customer Service Team Lead
United States
Full-time
Remote
Senior Level
5+ years expPeopleJoy is a financial wellness company that partners with employers to help their workforces access and navigate educational and loan-related benefits. The Customer Service Team Lead is responsible for making the CSR function scalable and consistent by building and maintaining a documentation library, while also serving as a liaison between the CSR team and leadership to drive continuous improvement.
FinanceFinancial ServicesFinTechWellness
Responsibilities
Maintain a bi-weekly 1:1 cadence with each CSR focused on visibility, alignment, operational feedback, blockers, and documentation gaps (not heavy coaching)
Create and maintain clear team operating norms (prioritization, handoffs, escalation paths, and definition of done) to support consistent execution
Act as the primary liaison between the CSR team and leadership, escalating risks, surfacing insights, and communicating priorities and decisions
Promote and uphold PeopleJoy's culture of team-first collaboration, accountability, and continuous improvement
Assist with borrower/case coverage as needed to ensure continuity during peaks, outages, or absences
Set and reinforce service quality standards through standardized workflows, templates, and internal guidance
Monitor customer satisfaction trends and service outcomes to identify risks, gaps, or opportunities; translate insights into documentation and workflow improvements
Represent borrower experience insights to internal teams by synthesizing feedback into actionable recommendations and clear enablement materials
Monitor queue health, case volume, and workflow throughput to support balanced distribution and timely resolution
Ensure analyses, case reviews, and approvals are completed accurately and in accordance with established standards by reinforcing clear workflows and checklists
Identify systems, tooling, or workflow improvements that increase operational efficiency, reduce rework, and improve service quality; drive implementation with documentation and change management
Own the Customer Service Knowledge Library as the single source of truth (SOPs, workflows, templates, macros/scripts, checklists, decision trees, internal FAQs)
Author, standardize, and continuously improve documentation across all products and services, including PSLF Assist, TRS, SLRA, Refinancing, and Coaching
Establish documentation standards (formatting, versioning, owners, review cadence, and change logs) to keep content current, accurate, and easy to navigate
Build and maintain onboarding and refresher materials so new and existing CSRs can execute tasks independently by referencing the library
Run recurring documentation audits to identify gaps, edge cases, and outdated steps; prioritize and implement updates based on operational data and CSR feedback
Capture CSR-reported issues (product gaps, tooling bugs, workflow breakdowns) with structured context (impact, frequency, examples, and recommended fixes) and route to Product/Tech
Track issues through resolution and close the loop with CSRs; update SOPs and templates to reflect fixes, changes, or new tooling
Synthesize frontline signals into recurring themes and bring structured recommendations into leadership meetings
Coordinate internal enablement for product and process changes by translating updates into CSR-ready workflows and documentation
Build and maintain deep knowledge of PeopleJoy products, programs, and policies to keep the library accurate and reliable
Facilitate lightweight training and walkthroughs when workflows change or new documentation is introduced; gather feedback to improve clarity and adoption
Seek feedback from CSRs and leadership to improve processes, communication, and team outcomes
Knowledge Base Adoption & Coverage (Primary): Library coverage: Ensure 100 percent of core CSR workflows and recurring edge cases have current SOPs/checklists/decision guides in the library
Library freshness: Maintain a documented review cadence and update workflows promptly following product/process changes
CSR self-sufficiency: Reduce repeat escalations and ad-hoc how-do-I questions by enabling CSRs to execute tasks by referencing the library
Bi-weekly 1:1 completion: Maintain a 95-100 percent completion rate, with documented themes and action items
Action closure: Close documented operational improvement actions (documentation updates, workflow fixes, escalations) within agreed timelines
Workflow & process improvement: Identify, document, and implement at least one meaningful documentation/workflow/system improvement per quarter that enhances efficiency, accuracy, or service quality
Customer satisfaction: Ensure the CSR team maintains an average customer satisfaction score of 4.8 or higher across all supported borrowers
Deliver 100 percent of CEO-assigned special projects on time and within defined scope, with clear outcomes and documented results
Qualification
Required
Exceptional documentation and technical writing skills; enjoys building SOPs, checklists, templates, and decision trees
Strong process and systems thinking; able to map workflows, identify failure points, and design scalable solutions
Ability to influence without formal authority; credible partner to CSRs, Product/Tech, and leadership
Strong communication and synthesis skills, turning frontline signals into structured insights and recommendations
High ownership and follow-through; able to manage competing priorities across knowledge ops, enablement, and special projects
Comfort supporting frontline work as needed (pinch-hit coverage) while maintaining focus on enablement and scalability
Bachelor's degree in business, communications, operations, or a related field preferred; equivalent education, training, and relevant experience may be considered in lieu of a degree
Five or more years of experience in customer service, operations, or a related client-facing role, including experience handling complex cases or programs
Demonstrated experience building and maintaining SOPs, workflows, and knowledge bases (or comparable documentation used to scale operations and reduce reliance on tribal knowledge)
Experience driving process improvement initiatives that increase efficiency, accuracy, and service consistency
Preferred
Bachelor's degree in business, communications, operations, or a related field preferred; equivalent education, training, and relevant experience may be considered in lieu of a degree
Experience working cross-functionally (especially with Product/Tech) and communicating effectively with senior leadership to support organizational priorities preferred
Company
PeopleJoy
PeopleJoy develops financial wellness benefits platform to provide equity-based education assistance benefits.
11-50 employees
Funding
Current Stage
Early StageTotal Funding
unknownKey Investors
Ben Franklin Technology Partners of Southeastern Pennsylvania
2020-08-08Debt Financing
2018-04-15Seed
Leadership Team
Emeka Oguh
CEO
Recent News
Company data provided by crunchbase