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
- 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
- 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
- Own escalated and complex student interactions, modeling calm, clear, and resolution-focused communication
- Track, monitor, and analyze contact quality and agent performance across channels, helping drive alignment to brand standards, tone, and service level goals
- Relay student insights, escalate trends, and propose operational improvements, including automations and AI that can streamline workflows
- Contribute to team projects such as onboarding, ongoing training, and resource creation that strengthen the CX function
- Champion a culture of learning and actionable feedback, both giving and receiving in a constructive and growth-oriented way using the Aceable Feedback Loop
- Share regular updates with CX leadership, including wins, coaching opportunities, and performance trends
What You'll Need
- 5+ years of experience in customer experience, operations, or a related field, with a proven track record of leading others
- Demonstrated ability to coach, inspire, and develop a diverse and distributed team
- Strong critical thinking and independent problem-solving skills
- High emotional intelligence and ability to handle sensitive conversations with empathy and fairness
- Proven time-management and prioritization skills, with the ability to balance coaching, escalations, and operations simultaneously
- Clear and effective verbal and written communication skills, especially in delivering feedback and aligning expectations
- A commitment to continuous improvement for yourself, your team, and the customer experience
- Flexibility and comfort navigating ambiguity or shifting priorities
- Comfort using CRM and analytics tools to track performance and identify insights
Bonus Points
- Prior supervisory experience in a B2C SaaS or EdTech company
- Experience in a remote-first or hybrid work environment
- Bilingual in Spanish (verbal and written proficiency)
- Familiarity with the education or certification/licensing industry
Aceable Perks
- Join one of Austin's Best Places to Work in
- 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)
- #Pursue Growth 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. 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 tot his job Apply To this Job