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.