Customer Experience Agent

| Austin
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ABOUT THIS POSITION

Aceable is on the lookout for a Customer Experience Agent to join our team during our Tuesday-Saturday 10am-7pm shift. These heroes work directly with our customers to answer technical questions about the apps and provide knowledge and guidance about licensing processes, relay important customer feedback back to the product team, and develop new and creative ways to further engage with our Aceable community. We love meeting self-starters who can jump in and learn quickly. The ideal candidate understands how community support contributes to marketing, product, and the overall success of the company. You should be able to handle fast-moving, high-pressure situations while staying calm and collected. Customer Experience Agents need a ridiculously positive attitude and an amazing set of people skills.

ABOUT ACEABLE

Aceable is a mobile education platform that focuses on creating affordable, engaging, and convenient educational content across all devices. Built by former teachers, NASA engineers, and those passionate about education, the Austin-based team is obsessed with helping people with life’s certification challenges. After launching its first mobile app to provide accredited driver’s ed courses, Aceable is now expanding into other verticals for required education. To date, Aceable touts more than 400,000 users and counting, as it continues to expand nationwide.

ABOUT YOUR NEW TEAM

Endlessly supportive, mildly rambunctious, excessively kind and thoughtful, and hilarious. Our Customer Experience heroes have traded in a variety of jobs in favor of saving the day for Aceable customers. Preschool teaching, office managing, retail, social work--none of it compares to putting on the cape and headset. We love solving mysteries for customers, making your day, and laughing a little too loudly.

***PLEASE SUBMIT A COVER LETTER WITH YOUR APPLICATION***

WHAT YOU'LL DO

  • Manage the flow of community questions and engagements via calls, chats, emails, and social media, serving as a beacon of knowledge and guidance about the drivers education and real estate education processes
  • Help get potential students and their parents excited about purchasing our course when they call us with questions
  • Collect and organize growing support trends to report to marketing, engineering, and product
  • Develop authentic and strong relationships with our awesome Aceable community members through proactive outreaches and stellar, responsive communication
  • Contribute to projects that enhance the experience for our Aceable community (scripting How-To videos, writing Help Center Content, designing helpful guides and graphics, drafting thoughtful templates with illuminating instructions)

WHAT YOU'LL NEED

  • A thirst for knowledge and a brain like a sponge. We provide super thorough training and resources on our growing number of courses, but you’ll need to rev up your study skills and bring your flashcard-making, note-taking, quiz-me A game
  • Confidence to answer questions and ability to find solutions
  • A positive attitude every day at work because enabling people to succeed makes you giddy
  • Flexibility and reliability with scheduling. We're open seven days a week (8am-9pm most days), and seek dependable team players who are available for evening shifts, including weekends
  • Ability to work well with others - you can talk through challenges, brainstorm, and figure out next steps
  • Passion to help people be better than they were yesterday
  • Ability to give and receive constructive feedback
  • Ability to be comfortable navigating and contributing to our social media outlets as a form of community engagement

BONUS POINTS

  • Ability to read, write, and speak Spanish
  • Experience in the education sector or real estate
  • Experience using Microsoft Excel

ACEABLE PERKS

  • Competitive salary and benefits
  • Generous paid time off
  • Passionate, high-achieving teammates excited to help you succeed and learn
  • Our own space on the top floor of a downtown building
  • A team meal every week and access to our fully stocked kitchen
  • Transportation stipend
  • Education stipend
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • AWS (Amazon Web Services)Languages
    • JavascriptLanguages
    • PHPLanguages
    • Node.JSLanguages
    • ReactLibraries
    • ExpressLibraries
    • VueLibraries
    • AngularLibraries
    • Node.jsFrameworks
    • Vue.jsFrameworks
    • MongoDBDatabases
    • MySQLDatabases
    • Google AnalyticsAnalytics
    • MixpanelAnalytics
    • OptimizelyAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement
    • SmartsheetManagement
    • TrelloManagement
    • WordpressCMS

Location

There’s plenty to do and see around the office, from eating at delicious food trailers to attending an industry event nearby.

What are Aceable Perks + Benefits

Aceable Benefits Overview

Join one of Austin's Best Places to Work in 2021
Competitive pay and benefits
Generous time off programs
Wellness program
LinkedIn Learning
Flexible work schedule
Passionate teammates excited to help you succeed and learn
Our own space on the top floor of a downtown building
A team meal every week
Fully stocked drink fridges and snacks + cold brew coffee on tap
Company events and activities (holiday events, happy hours, volunteering)
Free parking spot downtown in our garage 24/7 or a monthly transportation stipend
Education stipend ($500/year/full-time employee)
Free Roadside Assistance subscription
NOTE: Our team is currently remote due to Covid-19 and we have some awesome virtual perks that come with it (trivia, karaoke, bingo, happy hours, lunch & learns, and more)

Culture
Volunteer in local community
Aceable provides quarterly volunteer events for our team members. Everything from wrapping books at a local elementary school to volunteering at Austin Pets Alive!
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Flexible work schedule
Diversity
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Mental health benefits
Financial & Retirement
401(K) matching
Company equity
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Some meals provided
Company-sponsored happy hours
Onsite office parking
Fitness stipend
Professional Development Benefits
Lunch and learns
Aceable hosts lunch and learn meetings once per month.
Promote from within
Continuing education stipend
We offer $500 annually for continuing education.
Customized development tracks

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