ABOUT THIS POSITION

The Customer Experience Trainer is part educator, part quality auditor and part instructional designer. We’re searching for someone with the educational chops and experience to support the on-boarding needs of our new Customer Experience Agents and the continued improvement of our existing team of agents.

The CX Trainer is responsible for coaching agents in order to up level our performance in the areas most meaningful to the organization. This role will focus on these specific opportunities, dig into the data to understand where the behavioral opportunities are, build the most efficient and effective training and then deliver the necessary coaching.

Secondly, this teammate will play an important role in welcoming new CX Agents to the team. The CX Trainer will own new agent on-boarding throughout the first few weeks on the job. Ultimately, this position owns setting new hires up for long term success by ensuring they have the support they need to get up to speed quickly and feel integrated into the team. You’ll partner with the Education Program Manager to create, revise and/or maintain an innovative and efficient training curriculum with strong evaluation tools to ensure trainees are progressing successfully through the on-boarding process.

Aceable is looking for a CX Trainer with a track record for creating engaging, memorable content that generates high levels of excellence and successful outcomes.Our ideal candidate has a solid foundation in instructional and curriculum design, the flexibility and grit to establish new systems, and strong ideas around what makes for a successful learning experience.

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 Texas. To date, Aceable touts more than 16 million users and counting across all verticals, as it continues to expand adding millions nationwide each year.

Named by the Austin Business Journal as one of the Best Places to Work in Austin in 2017 & 2018 and winner of the Austin Chamber of Commerce’s Austin A-List for the Hottest Growing Startup in 2017. Aceable fosters a creative and collaborative culture whose overall mission is to impact as many student-lives as possible.

ABOUT YOUR NEW TEAM

Endlessly supportive, mildly rambunctious, excessively kind, 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.

WHAT YOU’LL DO

• Devise procedures to analyze and attack areas of growth within the CX department by monitoring and evaluating agent performance company wide, working with the CX Education Program Manager to create training systems to address areas of growth and capitalize on areas of opportunity within the CX team, and evaluating the impact of trainings
• Work closely with management to determine training and quality initiatives based on quality audit findings
• Provide training to groups or individuals, including on the job coaching, on-boarding and on the job training support, and cross-training and up-training agents across different brands
• Apply instructional design best practices and methods to training
• Inform CX managers of trainee progress and gaps in knowledge
• Collect evaluation results and maintain employee training records to track training needs and areas for training enhancement
• Job is 50% travel within Texas

WHAT YOU’LL NEED

• 2+ years of training/teaching experience
• 2+ years of curriculum mapping/curriculum planning experience
• Proven experience with creating presentations and facilitating educational experiences
• Experience building reliable assessments
• Ability to analyze training effectiveness (e.g., through homework, activities, assessments) to adapt training materials and to ensure comprehension and to evaluate additional training needs
• Ability to gather and analyze data in order to identify areas of opportunity and propose improvements
• Flexibility to manage last minute training requests or changes
• Outstanding communication skills and the ability to understand complex situations to effectively handle escalated customer needs
• Exceptional critical-thinking, problem-solving skills, initiative, and self-awareness; 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
• Confidence to answer questions and ability to find solutions
• Ability to work well with others - you can talk through challenges, brainstorm, figure out next steps, and give and receive constructive feedback, while leading by example and inspiring team members realize their full potential as well

BONUS

• Experience in a fast-paced, startup company
• Experience in a call center or customer support
• Experience with remote or online education

ACEABLE PERKS

• Join one of Austin's Best Places to Work in 2017 and 2018
• 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
• Fully stocked drink fridges and snacks + cold brew coffee on tap
• Company events & other activities (Holiday parties, Happy hours, quarterly volunteering)
• Transportation stipend
• Education stipend

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.