Customer Success Representative (CSR

Customer Success Representative (CSR)

ACE is a 501(c)(3) non-profit, founded in 2000 in Denver, Colorado, to provide low-income children with equal access to quality K–12 private schools through partial scholarship support. Over the past 25+ years, ACE has delivered more than 140,000 scholarships worth over $390 million. This school year, ACE is serving approximately 16,000+ children in Arkansas, Colorado, Delaware, Hawaii, Kansas, Louisiana, Mississippi, Missouri, Montana, New Mexico, Texas, Utah, and Wyoming, and is actively pursuing other expansion opportunities with the support of national funding partners.

ACE is actively preparing for the Federal School Choice Tax Credit Program which comes into effect January 2027.

Our mission is to advance K–12 educational freedom, with a focus on securing financial support for families so they may access the quality education of their choice.

Our founding principles are the foundation of ACE and our North Star. We honor ACE's founders by remaining committed to these principles, and we passionately advocate for the Mission and Vision these principles support.

Accountability:
We embrace personal responsibility by taking ownership of our work and focusing on results. We expect both to give and to receive honest feedback.

Innovation:
We know ideas matter. We prefer the risks and rewards that come with creativity to the certainty that attends stagnation.

Adaptability:
We position ourselves to take advantage of opportunities, embracing strategic and operational change when it makes our work more impactful.

Optimism:
We believe our best days are ahead, and we embrace a forward-thinking mindset. We will make mistakes, but we will remain cheerful in the face of adversity and give people the benefit of the doubt.

Kindness:
We value everyone on our team, respect differences, and trust one another. This requires courage and strength, as it involves celebrating and giving our undivided attention to others.

Our founding principles:

• Free enterprise and democracy work
• Parents know the best education environment for their kids
• Private schools offer great value and have open seats
• All people are created equal and deserve an equal chance to pursue the American Dream

Position Overview

The Customer Success Representative (CSR) serves as the frontline point of contact for families, schools, donors, and internal partners. CSRs provide high-quality support through phone, email, and chat while navigating complex scholarship programs, application requirements, and system workflows.

CSRs are fully cross-trained across Family, School, and Donor support and are responsible for owning customer cases from initial contact through resolution, even when collaboration or elevation support is required. This role balances accuracy, compliance, and attention to detail with efficiency and responsiveness during high-volume and seasonal business periods.

Primary Job Responsibilities

Customer Support & Case Ownership

• Provide inbound and outbound customer service support via phone, email, and chat using Service Now.
• Serve families, schools, and donors by answering questions, resolving issues, and providing clear guidance related to scholarship programs and application processes.
• Own assigned customer cases from start to resolution, even when cases require elevation for additional guidance.

Application Support & Verification

• Support, verify, and reference scholarship applications while assisting families through the application process.
• Conduct manual application review when automated systems (e.g., OCR document processing) require additional verification or clarification.
• Process and manually review applications for programs that require full review, including state tax credit scholarship programs.

Accuracy, Compliance & Quality

• Balance accuracy, compliance, and attention to detail with efficiency and responsiveness while handling high customer contact volumes across phone, email, and chat.
• Follow documented processes, program rules, and compliance requirements while maintaining excellent customer experience standards.

Collaboration & Continuous Improvement

• Collaborate with Senior Customer Service Representatives,…