Remote ESA Customer Success Representative
Confirmed on the employer's own hiring board on Oct 13, 2026. First seen by Alion on Sep 18, 2026.
Description
Pay Range: $19 - $21 per hour (paid weekly)
About Mpathic
Mpathic is America’s premier consultative Contact Center solutions provider, founded in 2020 at the height of the pandemic. We blend cutting-edge technology with genuine empathy to deliver exceptional service to premium brands and public sector partners.
Our mission: To humanize communication, fostering trust and loyalty through reliable, values-driven interactions. Specializing in omnichannel CCaaS, staff augmentation for customer support, IT help desks, and sales teams, we boast industry-leading metrics like >90% First Call Resolution. We hire based on Character, Aptitude, and Experience - U.S. citizens from across 42 states - who thrive in our virtue-led culture, innovating solutions that truly connect.
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 fullcustomer 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
Requirements
- Must be a U.S. citizen; open to applicants from all states
- Must be fully bilingual
- Experience with school choice, ESA, or 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
Salary Description
$19 to $22 an hour