CX Advisor

<p><strong>ABOUT THIS POSITION</strong></p> <p>First and foremost, as a <strong>Customer Experience Advisor</strong>, 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.</p> <p><strong>WHAT YOU’LL DO</strong></p> <ul> <li>Handle student interactions (Calls, Chat, Texts and Emails) with empathy and understanding, and serve as a role model of exceptional customer service</li> <li>Handle Tier II tickets and escalations based on assigned brands or verticals</li> <li>Strong knowledge of at least one vertical with the ability to support all brands within it</li> <li>Use AI-powered support tools to enhance response efficiency and provide consistent, accurate information to students across multiple communication channels</li> <li>Collect and organize student feedback or product bugs; share with CX management team and/or other company stakeholders</li> <li>Prioritize multiple deliverables and responsibilities, with the ability to change focus quickly and efficiently in order to meet students and business needs</li> <li>Upskill on new and existing products or vertical as needed</li> <li>Use your advanced knowledge of student experiences to contribute ideas and insights that enhance the student experience</li> </ul> <p><strong>WHAT YOU’LL NEED</strong></p> <ul> <li>2+ years customer service or relevant experience</li> <li>Availability for weekend and/or evening work</li> <li>Ability to handle calls, chats, emails, and texts from students for 80%+ of your day </li> <li>Ability to listen to and understand the needs of each student, de-escalate when needed, and provide productive solutions</li> <li>Effective and clear verbal and written communication, including proper grammar</li> <li>Ability to open web browser and navigate multiple tabs simultaneously</li> <li>Impeccable time management and ability to handle a dynamic environment with multiple deadlines</li> <li>Punctuality – commitment to arrive on time for your scheduled shifts and be a role model to the team</li> <li><em>Required</em>: A suitable, remote working environment with reliable internet connection and a distraction free, quiet area for calls; headset and voice-over phone equipment provided</li> </ul> <p><strong> BONUS POINTS</strong></p> <ul> <li>Fluent/bilingual in Spanish</li> </ul> <p><strong>ABOUT ACEABLE</strong></p> <p>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. </p> <p>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! </p> <p>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