Supervisor, Customer Experience (CX)

Job Description

Supervisor, Customer Experience (CX)

Aceable

Austin, TX

• On-site, Remote
  
  

Full-time

Medical, Dental, Vision, Retirement, PTO

Job Description

Aceable is seeking a Supervisor, Customer Experience (CX) to lead a high-performing CX support team that engages with our students daily.

You'll deliver operational, metric based excellence while supporting a culture of empathy, growth, and performance. This position is key to enabling the CX team to deliver timely, accurate, and impactful service, ultimately driving student success, satisfaction, and retention.

You will guide, mentor, and develop a high-performing CX team while working closely with the Sr Manager, Customer Experience to optimize support processes and contribute ideas that evolve the CX function in step with our growth.

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 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
  
  

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