Fast Facts

The Sr Customer Experience (CX) Advisor, Fulfillment at Aceable will focus on high-quality support for students and internal teams, ensuring efficient fulfillment operations while fostering a positive customer experience. You will manage various customer interactions and contribute to team success through problem-solving and relationship-building.

Responsibilities: Handle customer contacts, manage fulfillment operations, maintain certificate inventory, collect feedback, assist with system errors, and develop strong relationships with students.

Skills: 3+ years of customer service experience, strong problem-solving skills, time management, adaptability, effective communication, and ability to work independently.

Qualifications: Critical thinking, initiative, growth mindset, punctuality, and flexibility to support changing company needs.

Location: This role is office-based in San Marcos, CA, with specific in-office requirements.

Compensation: $38000 - $46000 / Annually

ABOUT THIS POSITION

As the Sr Customer Experience (CX) Advisor, Fulfillment 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.

ABOUT THIS POSITION

As the Sr Customer Experience (CX) Advisor, Fulfillment 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.

WHAT YOU’LL DO

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 and Aceable
Manage the reissuance of certificates for students needing original 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
In-office requirements for San Marcos, CA (Weekdays, 9-4pm PST), including:
Conduct the CA TVS audit process as needed
Interface directly with DMV auditors or investigators
Provide as needed back-up printing for Houston location
Conduct various state agency and client audits as needed
Perform printing and Fulfillment duties as needed based on student demand
Assist students if they show up in person at the office

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
Required: If applicable, a suitable, remote working environment with reliable internet connection and a distraction free, quiet area for calls

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 creative, problem-solving, and results-driven team who deliver excellent customer service through thorough and clear resolutions for every student. We have a passion for pursuing growth through training, coaching, and learning new skills.

ACEABLE PERKS

Join one of Austin's Best Places to Work in 2024 and 2025
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

At Aceable we celebrate and support all differences. Aceable is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital, disability, and veteran status. Even if you don't think you meet every qualification listed, we'd love to review your application!

Annual Salary Range $38,000.00 - $46,000.00

Office-Based EdTech Jobs

Sr CX Advisor, Fulfillment (Office-Based)