Remote CX Advisor: Elevate Student Experience

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

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