Remote ESA Customer Success Representative

This is a contingent opportunity; the anticipated start date has not been determined.

We are actively interviewing and building a pool of pre-qualified candidates so we can move quickly when a position becomes available. Hiring is contingent on an open, funded position and client authorization. Submitting an application and completing our interview process does not constitute an offer of employment, and we cannot guarantee a specific start date or that a position will become available.

Who We Are: Mpathic is a consultative Contact Center and Sales Enablement partner that helps mission-driven organizations grow through meaningful, human-first conversations. We specialize in building, training, and deploying high-performing teams on behalf of our clients, acting as a seamless extension of their team.

Our mission is simple but ambitious: to help enterprises fulfill their mission by delivering superlative omnichannel contact center services, to employ technology that reduces customer effort and magnifies humanity, and to treat every encounter with another person as an unrepeatable chance to make their life better.

Position Overview

Education Savings Accounts empower families to make school choices that are right for their children’s educational needs.

Mpathic is seeking Customer Success Representatives to join our Overflow Team, providing expert program and technical support to families, schools, and vendors nationwide in a cloud-based Contact Center. This Overflow team supports the full customer base across all states, handling elevated call volumes and ensuring no family goes without the help they need. The position is fully remote and will employ gold-standard omnichannel tools.

Mpathic’s superlative delivery begins with exceptional individuals and immerses them in cutting-edge tools for collaboration, CCaaS, CRM, and Knowledge Base systems. We believe that empathy and habits of excellence are crucial prerequisites for delivering customer delight.

As a Customer Success Representative (CSR) on the Overflow Team, you will be part of a world-class team assisting applicants, participants, schools, and vendors both on the phone and through digital communications — advising them on all elements of the scholarship program, regardless of the state they are calling from.

Responsibilities

• Handle moderate to high volume of inbound overflow calls from families nationwide

• Provide consistent, accurate, and efficient processing of orders and applications

• Guide customers through program guidelines and technical processes across multiple states and program types

• Log interactions accurately using CRM and CCaaS tools

• Actively communicate with team and families

• Flex to support varying call volumes as an overflow resource

• Perform other duties as assigned

Schedule: Monday-Friday, 8 AM – 5 PM by time zone

Compensation: $19-$22 per hour

Benefits: Eligible employees may enroll in medical, dental, and vision coverage and a 401(k) with employer match, and receive paid time off, paid holidays, and paid parental leave. Employees may also be eligible for performance, holiday, and referral bonuses.

Requirements

• Experience with school choice, ESA, or similar programs preferred, but not required

• Ability to quickly adapt to varying program guidelines across multiple states

• Strong interpersonal skills; ability to work autonomously and on a team

• Demonstrably effective soft skills, active listening skills, and ability to empathize with customer needs

• Excellent verbal and written communication and customer service skills

• College degree preferred; High School diploma or equivalent required

• Outstanding interpersonal, time-management, and documentation skills

• Professional work attitude and a willingness to learn and continuously improve

• Dedicated workspace with minimal background noise during calls and online meetings

• Successful completion of all necessary background checks

• Aptitude for problem-solving based on established processes and procedures

• Meticulous habits in logging interactions via established business processes and tools

• Ability to learn and become facile with program guidelines and software tools

• Experience working with Office365 applications

• Experience working with CRMs and Contact Center platforms preferred

• High speed internet connection with reliable Wi-Fi

Eligibility & Employment Requirements

• Must be at least 18 years of age and reside in the United States.

• Must be able to provide proof of eligibility to legally work in the United States.

• Must be willing and able to clear all required background checks as a condition of employment.

• Mpathic is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, national origin, age, disability, citizenship status, or any other characteristic protected by law. Reasonable accommodations are available upon request.

Applications accepted on a rolling basis through 12/31/26

Salary Description

$19 to $22 an hour