CX Advisor

Aceable; Austin (TX); Hybrid; USD 19,000 - 25,000; Full time

Benefits offered by this job

Best Places to Work

Competitive compensation

Medical, dental, vision benefits

Paid time off & 19 holidays

Wellness programs

Hybrid/remote flexibility

PursueGrowth reimbursement

Roadside assistance

Team events

Job summary

Aceable is seeking a Customer Experience Advisor to join our CX Team in Austin on a hybrid remote model. You will handle student inquiries via calls, chat, texts, and emails with empathy and professionalism, escalating Tier II tickets as needed and collaborating with product and CX management to improve the student experience.

The ideal candidate brings 2+ years of customer service, strong verbal and written communication, and the ability to thrive in a high-pressure environment, including

Qualifications

• 2+ years customer service or relevant experience.
• Availability for weekend and/or evening work.
• Ability to handle calls, chats, emails, and texts from students for 80%+ of your day.
• Ability to listen to and understand the needs of each student, de-escalate when needed, and provide productive solutions.
• Effective and clear verbal and written communication, including proper grammar.
• Impeccable time management and ability to handle a dynamic environment with multiple deadlines.
• Punctuality – commitment to arrive on time for your scheduled shifts and be a role model to the team.
• Required: A suitable, remote working environment with reliable internet connection and a distraction free, quiet area for calls; headset and voice-over phone equipment provided

Responsibilities

• Handle student interactions (Calls, Chat, Texts and Emails) with empathy and understanding, and serve as a role model of exceptional customer service
• Handle Tier II tickets and escalations based on assigned brands or verticals
• Strong knowledge of at least one vertical with the ability to support all brands within it
• Use AI-powered support tools to enhance response efficiency and provide consistent, accurate information to students across multiple communication channels
• Collect and organize student feedback or product bugs; share with CX management team and/or other company stakeholders
• Prioritize multiple deliverables and responsibilities, with the ability to change focus quickly and efficiently in order to meet students and business needs
• Upskill on new and existing products or vertical as needed
• Use your advanced knowledge of student experiences to contribute ideas and insights that enhance the student experience

Skills

Customer service

Communication

Job description

First and foremost, as aCustomer Experience Advisor, you will ensure that students' needs are met in a timely, high quality manner. Like the rest of the Customer Experience Team, you handle dynamic, high-pressure situations with a ridiculously positive attitude while staying calm and collected. You understand how customer experience contributes to the overall success of Aceable and are driven by supporting the needs and growth of others.

WHAT YOU’LL DO

• Handle student interactions (Calls, Chat, Texts and Emails) with empathy and understanding, and serve as a role model of exceptional customer service
• Handle Tier II tickets and escalations based on assigned brands or verticals
• Strong knowledge of at least one vertical with the ability to support all brands within it
• Use AI-powered support tools to enhance response efficiency and provide consistent, accurate information to students across multiple communication channels
• Collect and organize student feedback or product bugs; share with CX management team and/or other company stakeholders
• Prioritize multiple deliverables and responsibilities, with the ability to change focus quickly and efficiently in order to meet students and business needs
• Upskill on new and existing products or vertical as needed
• Use your advanced knowledge of student experiences to contribute ideas and insights that enhance the student experience

WHAT YOU’LL NEED

• 2+ years customer service or relevant experience
• Availability for weekend and/or evening work
• Ability to handle calls, chats, emails, and texts from students for 80%+ of your day
• Ability to listen to and understand the needs of each student, de-escalate when needed, and provide productive solutions
• Effective and clear verbal and written communication, including proper grammar
• Impeccable time management and ability to handle a dynamic environment with multiple deadlines
• Punctuality – commitment to arrive on time for your scheduled shifts and be a role model to the team
• Required: A suitable, remote working environment with reliable internet connection and a distraction free, quiet area for calls; headset and voice-over phone equipment provided

BONUS POINTS

• Fluent/bilingual in Spanish

ABOUT ACEABLE

Aceable is a mobile education platform designed to create affordable, engaging, and convenient online courses available across mobile devices. Built by former teachers, NASA engineers, and those passionate about education, our team is obsessed with helping people reach their life goals and milestones through online certification.

After launching our first mobile app to provide accredited driver's ed courses, Aceable expanded into real estate education, healthcare education, and most recently mortgage and home insurance. Aceable serves hundreds of thousands of students per month, but we need your help to tackle our vision of serving millions of students per month!

Aceable has been awarded one of the Best Places to Work for multiple years running by numerous entities, such as the Austin Business Journal, Built In, USA Today, and EqualOcean. We actively work to foster a creative, collaborative, and diverse culture whose overall mission is to impact as many student lives as possible.

ABOUT THE CX TEAM

The Aceable Customer Experience Team is the first point of contact for our students. We are a creative, problem-solving, and results-driven team who deliver excellent customer service through thorough and clear resolutions for every student. We have a passion for pursuing growth through training, coaching, and learning new skills.

ACEABLE PERKS

• Join one of Austin's Best Places to Work in 2024 & 2025
• Competitive total rewards (base salary + bonus/stock options, if applicable)
• Robust medical, dental, and vision benefits
• Generous paid time off programs + 19 paid holidays per year
• Wellness programs
• Our own space on the top floor of a downtown Austin building with free parking
• Weekly lunch, a fully stocked fridge, and plentiful snacks
• Company events and activities (holiday events, happy hours, volunteering)
• #PursueGrowth Reimbursement ($600 per year for full-time employees)
• Free Roadside Assistance subscription
• Passionate teammates excited to help you succeed and learn
• NOTE: Our team is currently working in a hybrid work environment with flexibility to work in office or remote based on role/department and location*

At Aceable we celebrate and support all differences. Aceable is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital, disability, and veteran status. Even if you don't think you meet every qualification listed, we'd love to review your application!

*Remote Hires

I Aceable is only able to hire employees in the following locations: California, Colorado, Illinois, Massachusetts, Mississippi, Nebraska, New Jersey, New York (excluding Boroughs), North Carolina, Pennsylvania, Texas, Utah, and Washington.

Compensation: $16.00 / hour