Supervisor, Customer Experience; CX
Position: Supervisor, Customer Experience (CX)
Overview
Supervisor, Customer Experience (CX) at Aceable, Austin, TX. On-site or remote options available; full-time role with benefits including Medical, Dental, Vision, Retirement, and PTO.
What You'll Do
ā¢ Lead, coach, develop, and empower a team of CX agents to meet and exceed KPIs including response times, SES, and QA performance through consistent 1:1s, daily performance support, and actionable feedback while modeling positivity, resilience, and professionalism
ā¢ Lead 1:1s and check-ins that align performance management with personal development and career growth; identify training, automation or AI opportunities, and partner with CX leadership on employee development plans
ā¢ Own escalated and complex student interactions, modeling calm, clear, and resolution-focused communication
ā¢ Track, monitor, and analyze contact quality and agent performance across channels, helping drive alignment to brand standards, tone, and service level goals
ā¢ Relay student insights, escalate trends, and propose operational improvements, including automations and AI that can streamline workflows
ā¢ Contribute to team projects such as onboarding, ongoing training, and resource creation that strengthen the CX function
ā¢ Champion a culture of learning and actionable feedback, both giving and receiving in a constructive and growth-oriented way using the Aceable Feedback Loop
ā¢ Share regular updates with CX leadership, including wins, coaching opportunities, and performance trends
What You'll Need
ā¢ 5+ years of experience in customer experience, operations, or a related field, with a proven track record of leading others
ā¢ Demonstrated ability to coach, inspire, and develop a diverse and distributed team
ā¢ Strong critical thinking and independent problem-solving skills
ā¢ High emotional intelligence and ability to handle sensitive conversations with empathy and fairness
ā¢ Proven time-management and prioritization skills, with the ability to balance coaching, escalations, and operations simultaneously
ā¢ Clear and effective verbal and written communication skills, especially in delivering feedback and aligning expectations
ā¢ A commitment to continuous improvement for yourself, your team, and the customer experience
ā¢ Flexibility and comfort navigating ambiguity or shifting priorities
ā¢ Comfort using CRM and analytics tools to track performance and identify insights
Bonus Points
ā¢ Prior supervisory experience in a B2C SaaS or EdTech company
ā¢ Experience in a remote-first or hybrid work environment
ā¢ Bilingual in Spanish (verbal and written proficiency)
ā¢ Familiarity with the education or certification/licensing industry
Aceable Perks
ā¢ Join one of Austin's Best Places to Work in
ā¢ Competitive total rewards (base salary + bonus/stock options, if applicable)
ā¢ 401k match
ā¢ Robust medical, dental, and vision benefits
ā¢ Generous paid time off programs + 19 paid holidays per year
ā¢ Flexible work schedule
ā¢ Wellness programs
ā¢ Our own space on the top floor of a downtown Austin building with free parking
ā¢ Weekly lunch, a fully stocked fridge, and plentiful snacks
ā¢ Company events and activities (holiday events, happy hours, volunteering)
ā¢ #Pursue Growth Reimbursement ($600 per year for full-time employees)
ā¢ Free Roadside Assistance subscription
ā¢ 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.
Remote Hires:
Aceable is only able to hire employees in the following locations:
California, Colorado, Illinois, Massachusetts, Mississippi, Nebraska, New Jersey, New York, North Carolina, Texas, Utah, and Washington.
Compensation: $62,000-$75,000
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Apply Now
Apply Now
Overview
Supervisor, Customer Experience (CX) at Aceable, Austin, TX. On-site or remote options available; full-time role with benefits including Medical, Dental, Vision, Retirement, and PTO.
What You'll Do
ā¢ Lead, coach, develop, and empower a team of CX agents to meet and exceed KPIs including response times, SES, and QA performance through consistent 1:1s, daily performance support, and actionable feedback while modeling positivity, resilience, and professionalism
ā¢ Lead 1:1s and check-ins that align performance management with personal development and career growth; identify training, automation or AI opportunities, and partner with CX leadership on employee development plans
ā¢ Own escalated and complex student interactions, modeling calm, clear, and resolution-focused communication
ā¢ Track, monitor, and analyze contact quality and agent performance across channels, helping drive alignment to brand standards, tone, and service level goals
ā¢ Relay student insights, escalate trends, and propose operational improvements, including automations and AI that can streamline workflows
ā¢ Contribute to team projects such as onboarding, ongoing training, and resource creation that strengthen the CX function
ā¢ Champion a culture of learning and actionable feedback, both giving and receiving in a constructive and growth-oriented way using the Aceable Feedback Loop
ā¢ Share regular updates with CX leadership, including wins, coaching opportunities, and performance trends
What You'll Need
ā¢ 5+ years of experience in customer experience, operations, or a related field, with a proven track record of leading others
ā¢ Demonstrated ability to coach, inspire, and develop a diverse and distributed team
ā¢ Strong critical thinking and independent problem-solving skills
ā¢ High emotional intelligence and ability to handle sensitive conversations with empathy and fairness
ā¢ Proven time-management and prioritization skills, with the ability to balance coaching, escalations, and operations simultaneously
ā¢ Clear and effective verbal and written communication skills, especially in delivering feedback and aligning expectations
ā¢ A commitment to continuous improvement for yourself, your team, and the customer experience
ā¢ Flexibility and comfort navigating ambiguity or shifting priorities
ā¢ Comfort using CRM and analytics tools to track performance and identify insights
Bonus Points
ā¢ Prior supervisory experience in a B2C SaaS or EdTech company
ā¢ Experience in a remote-first or hybrid work environment
ā¢ Bilingual in Spanish (verbal and written proficiency)
ā¢ Familiarity with the education or certification/licensing industry
Aceable Perks
ā¢ Join one of Austin's Best Places to Work in
ā¢ Competitive total rewards (base salary + bonus/stock options, if applicable)
ā¢ 401k match
ā¢ Robust medical, dental, and vision benefits
ā¢ Generous paid time off programs + 19 paid holidays per year
ā¢ Flexible work schedule
ā¢ Wellness programs
ā¢ Our own space on the top floor of a downtown Austin building with free parking
ā¢ Weekly lunch, a fully stocked fridge, and plentiful snacks
ā¢ Company events and activities (holiday events, happy hours, volunteering)
ā¢ #Pursue Growth Reimbursement ($600 per year for full-time employees)
ā¢ Free Roadside Assistance subscription
ā¢ 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.
Remote Hires:
Aceable is only able to hire employees in the following locations:
California, Colorado, Illinois, Massachusetts, Mississippi, Nebraska, New Jersey, New York, North Carolina, Texas, Utah, and Washington.
Compensation: $62,000-$75,000
#J-18808-Ljbffr
Apply Now
Apply Now