ABOUT THIS POSITION

Aceable Inc. is seeking a Social Care Coordinator to quickly provide meaningful and memorable feedback to the customer to efficiently reduce friction in his/her student journey while also articulating the most meaningful areas of customer feedback with proactive recommendations how to solve or prevent these customer challenges in the future. You will monitor and respond to all customer activity across multiple customer-facing platforms including social media accounts like Facebook, Instagram, and Twitter as well as review sites such as TrustPilot and App Store. You will develop and maintain escalation pathways for important product feedback seen through customer feedback trends, ensure all customer issues are brought to a resolution, brand confidence and trust is restored where necessary, and company accolades are acknowledged and leveraged for further brand reputation. You will maintain a positive online reputation across all domains for Aceable Inc., foster online customer engagement and ensure a superior customer experience that exceeds expectations.

If you genuinely love rolling up your sleeves and connecting with customers on a one-on-one basis and are comfortable being a customer advocate cross-functionally, then this role is for you!

ABOUT ACEABLE 

Aceable is a mobile education platform that focuses on creating affordable, engaging, and convenient online courses available across all of your mobile devices. Built by former teachers, NASA engineers, and those passionate about education, the Austin-based team is obsessed with helping people reach life goals and milestones through online certification. 

After launching its first mobile app to provide accredited driver's ed courses, Aceable expanded into real estate education and is quickly becoming one of the leading online real estate schools in the U.S. To date, Aceable touts more than 20 million students and counting. The team is proud of the hundred thousand plus students we're adding to the Aceable family per month. We're only getting started and we need your help to get us to our vision of millions of students per month. 

Winner of the Austin Chamber of Commerce’s Austin A-List for the Hottest Growing Startup in 2017 and awarded as one of the Best Places to Work in Austin for multiple years running by numerous entities, such as the Austin Business Journal, BuiltInAustin, and EqualOcean. Aceable fosters 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 one that is always actively monitoring social accounts and customer interactions, endlessly supportive, excessively kind and thoughtful, and hilarious to top it all off.

WHAT YOU’LL DO

• Respond and resolve public facing messages and reviews across all domain review platforms and social media accounts. 
• Implement the personas identified per brand across all communications
• Manage internal tools and systems
• Manage the flow of community questions and engagements on social media, serving as a beacon of knowledge and guidance 
• Collect and analyze growing trends to report to marketing, engineering, and product
• Serve as a back-up to front line customer support if needed for volume overflow
• Publish relevant Help Center content to help reduce customer contact volume across all channels (phone, text, chat, email, social)
• Promote relevant Help Center content in social responses to help increase Help Center usage, traction, and repeat use and ultimately reduce customer repeat contact rate
• Collaborate with Marketing & Learning Experience team for valuable content that addresses key customer pain points and helps boost brand reputation

WHAT YOU’LL NEED

• 1+ year of customer experience
• Proficiency in handling a high volume of contacts both negative and positive, all while staying calm and collected
• A ridiculously positive attitude and an amazing set of people skills - you love coming to work every day, and you love our community of students, and that shows in everything you do. Enabling people to succeed makes you giddy, and you’re passionate about helping people be better than they were yesterday
• Exceptional critical-thinking, problem-solving skills, initiative, and self-awareness: you have them in spades. If you see a problem, you don’t wait for others to notice. You know a good idea when you see one and know how to take charge and run with it
• You have the time-management skills and eye for prioritization necessary to balance all of your responsibilities
• Confidence to answer questions and ability to find solutions: you’re comfortable flying solo on projects and know how to seek out the knowledge you need on your own, but you also know when to reach out for help and feedback
• You are an influencer, leading by example and inspiring team members realize their full potential as well
• Ability to work well with others - you can talk through challenges, brainstorm, figure out next steps, and give and receive constructive feedback
• Flexibility and reliability with scheduling. We're open seven days a week, and seek dependable team players who are available for occasional evenings and weekends

BONUS

• Knowledge of Drivers Ed and/or Real Estate education and processes.
• Experience in providing a high level of customer support in a B2C business
• Experience managing social media accounts for both teen audiences and adult audiences

ACEABLE PERKS 

• Competitive pay and benefits
• Generous time off programs
• Passionate, high-achieving teammates excited to help you succeed and learn
• 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)

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.