Aceable

Customer Support

• 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

Supervisor, Customer Experience – CX

Marketing

• Drive the planning, execution, and optimization of email, push, and SMS marketing campaigns, ensuring timely delivery through coordination with internal and external stakeholders
• Use campaign and customer data to analyze performance, surface insights, identify opportunities for improvement, and recommend data-driven campaigns, triggers, and optimizations to the marketing team
• Design and implement A/B tests to optimize all customer communication content, subject lines, send times, and other variables
• Monitor test results and use data-driven insights to refine future lifecycle marketing campaigns
• Drive the migration of marketing automation platforms and ensure seamless transition without impacting campaign delivery and data integrity
• Implement new marketing automation tools and technologies to enhance operational efficiency
• Collaborate cross-functionally with Engineering, Product, Customer Service, Marketing, and other stakeholders to integrate marketing automation systems with other platforms, meet deadlines, and drive streamlined customer communications
• Develop and manage custom event triggers and automated workflows to enhance personalization and engagement
• Monitor and adjust event-based campaigns to ensure they meet business objectives
• Ensure all email, SMS, push, and in-product messaging campaigns comply with relevant regulations, including CAN-SPAM,TCPA, CPRA, and other data protection laws
• Stay up-to-date with best practices and industry trends for email, sms, and push communications
• Leverage AI-powered tools to enhance personalization, optimize campaign performance, and drive scalable customer engagement strategies

Supervisor, Customer Experience – CX

Lifecycle Marketing Manager