Sr CX Advisor (Office-Based)

ABOUT THIS POSITION

As a Sr Customer Experience (CX) Advisor on our Fulfillment team, you will ensure that student and the internal team needs are met in a timely, high quality manner with a Student-First approach. Like the rest of the Customer Experience Team, you’ll exhibit grit when faced with high-pressure, dynamic situations while staying calm and collected with a ridiculously positive attitude.

You understand how customer support contributes to the overall success of Aceable and are driven to help others succeed. You’ll report to the Supervisor, CX or Sr Manager, CX and support the needs and growth of both our students and our CX team members. This role is office-based in San Marcos, CA.

WHAT YOU’LL DO

• Work in-office in San Marcos, CA (Weekdays, 7-4pm PST):
  • Conducting the CA TVS audit process, as needed
  • Interfacing directly with DMV auditors or investigators
  • Conducting state agency and client audits, as needed
  • Providing back-up fulfillment printing for Houston, TX location
  • Assisting students if they show up in person at the office
• Handle contacts (Calls, Chats, Emails, Messaging, or Social Media queues) from customers, including Tier II escalations, with empathy and understanding
• Provide daily Fulfillment operations support, including printing certificates, reporting student completion data to courts or agencies, and processing student requests (such as certificates, completion data resubmissions, and express delivery)
• Provide excellent customer service as the liaison between the courts, auditors, and Aceable
• Manage the re-issuance of certificates for students needing original (non-digital) copies
• Maintain certificate stock inventory
• Collect and organize student feedback or product bugs to share with the CX management team and other stakeholders in the company; participate in feedback sessions with Product and LX to discuss student feedback and new products
• Understand and research system errors, and assist the team in quickly resolving issues
• Contribute ideas and insights and complete projects that enhance the output of the team and strengthen support for our customers (e.g. assisting with training new team members, creating resources/guides) and enhance the customer experience
• Develop authentic and strong relationships with our awesome Aceable community members through proactive outreaches and stellar, responsive communication
• Understand a minimum of 2 brands, with a speciality in a single vertical, brand, channel and the ability to swiftly move back and forth and uptrain on new products 

WHAT YOU’LL NEED

• CA Office requirement | This role is office-based and will have limited work from home ability
• 3+ years of customer service experience
• Ability to exercise independent judgment and employ critical-thinking and problem-solving skills
• Time management skills and an eye for prioritization necessary to balance role responsibilities
• Comfort to fly solo and sometimes work independently on projects and initiatives
• Initiative and self-awareness – don’t wait for others to notice a challenge or gap; know a good idea when you see one and know how to recommend a solution for the problem
• Growth mentality – be able to give and receive redirecting and affirming feedback using the Aceable Feedback Loop
• Ability to seek out knowledge or help when needed
• Punctuality – commitment to arrive on time for your scheduled shifts and be a role model to the team
• Flexibility – we’re at a critical stage of the company, and we all wear many different hats

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.

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