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Role Description

As a Customer Experience Advisor, you will ensure that students' needs are met in a timely, high-quality manner. You will handle dynamic, high-pressure situations with a 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.

• Handle student interactions (Calls, Chat, Texts, and Emails) with empathy and understanding, serving 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 to meet students and business needs.
• Upskill on new and existing products or verticals as needed.
• Use your advanced knowledge of student experiences to contribute ideas and insights that enhance the student experience.

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.
• Ability to open a web browser and navigate multiple tabs simultaneously.
• 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.

Benefits

• Join one of Austin's Best Places to Work in 2024-2026.
• Competitive total rewards (base salary + bonus/stock options, if applicable).
• 401k match.
• Robust medical, dental, and vision benefits.
• Generous paid time off programs + 19 paid holidays per year.
• Flexible work schedule.
• 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.