Aceable

Supervisor, Customer Experience – CX

Aceable

full-time

Posted on:

Location Type: Hybrid

Location: Austin • Texas • United States

Visit company website

Explore more

✨ AI Apply
Apply

Salary

💰 $62,000 - $75,000 per year

About the role

  • 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

Requirements

  • 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
Benefits
  • 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer experienceoperationsperformance managementcoachingtrainingautomationAIcontact quality analysisworkflow streamliningperformance tracking
Soft Skills
leadershipemotional intelligencecritical thinkingproblem-solvingtime managementprioritizationeffective communicationflexibilityadaptabilityconstructive feedback