ABOUT THIS POSITION

The Customer Experience Trainer is part instructional designer, part educator, and part entertainer. We’re searching for someone who the educational chops and experience to support the onboarding needs of our new Customer Experience Agent hires as well as the ongoing continuing education needs of our existing staff. With 31 courses across two verticals in eight states, and no sign of slowing down, our Agents have a lot to remember--that’s where you come in!

The CX Trainer is responsible for revising and building out our current training curriculum, coaching trainees through their learning process, creating a positive and empowering learning environment, scheduling training sessions, and ensuring employees receive high quality training by developing evaluation tools and analyzing areas for growth. Aceable is looking for a trainer with a track record for creating engaging, memorable content that sets their students up for success. Our ideal candidate has a solid foundation in instructional and curriculum design, 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 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, 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

• Create learning objectives and corresponding curriculum documentation for training new Agents on existing course processes, state regulations, internal tools, and customer service skills (e.g., de-escalation, technical troubleshooting), as well as existing Agents on new process, policy updates, and upcoming product launches
• Create training materials (e.g., trainee and facilitator guides, handouts, visual aids)
• 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

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
• 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 POINTS

• Experience in a fast-paced, startup company
• Experience in a call center or customer support

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

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.