Supervisor, Customer Experience (CX)

ABOUT THIS POSITION

Aceable is seeking a Supervisor, Customer Experience (CX) to lead a high-performing CX support team that engages with our students daily. In this pivotal leadership role, 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 not only resolve complex escalations, but also 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. You are passionate about continuous improvement for our students, your team, and yourself. This role is perfect for a people-first leader with sharp operational instincts and a bias for action who thrives in a dynamic, mission-driven environment.

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

ABOUT ACEABLE

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. 

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! 

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 to foster a creative, collaborative, and diverse culture whose overall mission is to impact as many student lives as possible.

ABOUT THE CUSTOMER EXPERIENCE TEAM

The Aceable Customer Experience team is the first point of contact for our students. We are a cre