Client Support Representative I

Position Summary

The Client Support Representative I plays a key role in advancing the mission of Mental Health First Aid (MHFA) by providing responsive, compassionate, and solutions-focused support to our clients. Reporting to the Manager, Client Support, this position helps ensure that certified MHFA Instructors, Mental Health First Aiders, community clients, and partners have the tools, information, and confidence they need to bring MHFA to their communities.

As part of the Client Support team, you will respond to inquiries, requests, and feedback through our internal case management system, live chat, and phone line. You will assist clients with technical support in our learning management system, offer sound guidance on MHFA policies and course delivery best practices and coordinate with colleagues to ensure seamless service across all communication channels.

This is an individual contributor role without any direct reports. While this position can be done remotely from anywhere in the U.S., you must primarily work our Washington, D.C. business hours of 8:30 a.m. to 5:00 p.m. ET, with flexibility to work 11:00 a.m. to 8:00 p.m. ET on a limited and occasional basis as needed.

Key Responsibilities

• Serve as a compassionate first point of contact for Mental Health First Aid (MHFA) clients - including Instructors, Coordinators, First Aiders, and members of the public - providing timely and thoughtful support through live chat, email, webform tickets, and phone calls.
• Respond to inquiries in your assigned caseload with empathy and accuracy, offering clear information and guidance about MHFA programs, products, and services.
• Provide technical assistance to help clients navigate and utilize the MHFA learning management system effectively.
• Investigate and resolve client concerns with professionalism, care, and attention to detail, ensuring each interaction reflects MHFA's mission and values.
• Collaborate across departments to resolve complex issues and ensure clients receive holistic, coordinated support.
• Uphold service standards by meeting established response times, quality benchmarks, and efficiency goals while maintaining a client-centered approach.
• Maintain up-to-date knowledge of MHFA programs, tools, and policy updates to provide accurate and relevant information to clients.
• Contribute continuous improvement by identifying opportunities to enhance client experience, streamline support processes, and strengthen communication practices.
• Collaborate with Client Support colleagues on internal enhancement projects and process improvements.
• Support the overall mission of MHFA by fostering a culture of empathy, respect, and continuous learning within the Client Support team.
• Perform other duties as assigned in support of departmental and organizational goals.

Required Qualifications

• Minimum of 2-5 years of experience delivering exceptional customer service or help-desk support in a fast-paced, mission-driven environment.
• Proficiency with technology platforms, including CRM databases, Learning Management Systems (LMS), and comparable tools that support client engagement and data management.
• Excellent written and verbal communication skills, with the ability to convey information clearly, compassionately, and professionally.
• Demonstrated interpersonal skills and the ability to build positive relationships with clients, colleagues, and stakeholders at all levels, demonstrating diplomacy and respect in all interactions.
• Demonstrated ability to work effectively in a collaborative teamwork-oriented environment.
• Proficiency in Microsoft Office Suite and comfort working with digital communication and support tools.
• Ability to be adaptable and to manage multiple client interactions across various communication channels with focus and efficiency.
• Experience contributing to process improvement projects, feedback loops, or knowledge base documentation.
• Demonstrated problem-solving and critical thinking skills, with the ability to identify patterns, propose solutions, and escalate appropriately.
• Willingness to travel occasionally (approximately 1-3 times per year) for team meetings, training or organizational events.

Preferred Qualifications

• Bachelor's degree or equivalent additional years of professional experience in technology, education, psychology, social work, communications, or customer service.
• Familiarity with Mental Health First Aid (MHFA) or similar mental health education or advocacy initiatives is a plus.
• Demonstrated technical proficiency with CRM systems (e.g., Salesforce, HubSpot) and Learning Management Systems (LMS) such as LearnUpon, Moodle, Canvas, or Blackboard.
• Experience supporting virtual or hybrid learning environments, including troubleshooting participant access and engagement issues.
• Bilingual or multilingual proficiency (Spanish, Chinese, French, Creole) is a plus.

Salary & Benefits

The salary range for this position is $50,585 to $62,509. Salary decisions within the range are based on experience, education and internal equity.

The National Council offers a comprehensive benefits package, which includes (but is not limited to):

• Medical, dental, vision, life and disability insurance
• 403(b) retirement plan with employer contributions after 1 year of service
• Paid time off, including vacation, sick, personal, floating holiday, bereavement and observed federal holidays
• Parental support benefits, including adoption, fertility and surrogacy reimbursement and two weeks paid parental leave
• Free unlimited Relias professional development courses
• Annual professional development and tuition reimbursement funds
• Calm Premium access

About Us

The vision of the National Council for Mental Wellbeing is to make mental wellbeing, including recovery from substance use challenges, a reality for everyone. Despite overwhelming need, nearly 30 million people across the U.S. do not have access to comprehensive mental health and substance use treatment.

Founded in 1969, the National Council is a 501(c)(3) membership organization that drives policy and social change on behalf of more than 3,200 mental health and substance use treatment organizations and the more than 15 million children, adults and families they serve. We advocate for policies to ensure equitable access to high-quality services. We build the capacity of mental health and substance use treatment organizations. And we promote greater understanding of mental wellbeing as a core component of comprehensive health and health care. Through our Mental Health First Aid (MHFA) program, we have trained more than 4.5 million people in the U.S. to identify, understand and respond to signs and symptoms of mental health and substance use challenges.

The National Council is growing to meet this moment. We've more than doubled our dedicated team to 240+ employees since 2020. Although we have office space in Washington, D.C., we operate as a remote-first organization, with employees working from their various locations across the United States.

The National Council is proud to be an equal-opportunity employer. We embrace individuals from all backgrounds and perspectives, welcoming people of all races, ethnicities, religions, genders, sexual orientations, and ages, as well as veterans, people with disabilities, and those with lived experiences in mental health and substance use challenges to apply. We are committed to fostering a welcoming environment and recruitment process for everyone. If you require accommodation during the application process, please contact us at Recruiter@thenationalcouncil.org.