Customer Experience Advisor

As a Customer Experience Advisor, you will ensure that students' needs are met in a timely, high-quality manner. You handle dynamic, high-pressure situations with a positive attitude while staying calm and collected. You understand how customer experience contributes to the overall success of Aceable and are driven by supporting the needs and growth of others.

What You’ll Do:

• Handle student interactions (calls, chat, texts, and emails) with empathy and understanding, serving as a role model of exceptional customer service
• Handle Tier II tickets and escalations based on assigned brands or verticals
• Possess strong knowledge of at least one vertical with the ability to support all brands within it
• Use AI-powered support tools to enhance response efficiency and provide consistent, accurate information to students across multiple communication channels
• Collect and organize student feedback or product bugs; share with CX management team and/or other company stakeholders
• Prioritize multiple deliverables and responsibilities, with the ability to change focus quickly and efficiently to meet students and business needs
• Upskill on new and existing products or verticals as needed
• Use advanced knowledge of student experiences to contribute ideas and insights that enhance the student experience

What You’ll Need:

• 2+ years of customer service or relevant experience
• Availability for weekend and/or evening work
• Ability to handle calls, chats, emails, and texts from students for 80%+ of your day
• Ability to listen to and understand the needs of each student, de-escalate when needed, and provide productive solutions
• Effective and clear verbal and written communication, including proper grammar
• Ability to open web browser and navigate multiple tabs simultaneously
• Impeccable time management and ability to handle a dynamic environment with multiple deadlines
• Punctuality – commitment to arrive on time for scheduled shifts and be a role model to the team
• Required: A suitable, remote working environment with reliable internet connection and a distraction-free, quiet area for calls; headset and voice-over phone equipment provided

Bonus Points:

• Fluent/bilingual in Spanish