Supervisor, Customer Experience (CX)

Aceable•Austin, TX

6h•$62,000 - $75,000•Hybrid

About The Position

Aceable is seeking a Supervisor, Customer Experience (CX) to lead a high-performing CX support team that engages with our students daily. In this pivotal leadership role, you’ll deliver operational, metric based excellence while supporting a culture of empathy, growth, and performance. This position is key to enabling the CX team to deliver timely, accurate, and impactful service, ultimately driving student success, satisfaction, and retention. You will not only resolve complex escalations, but also guide, mentor, and develop a high-performing CX team while working closely with the Sr Manager, Customer Experience to optimize support processes and contribute ideas that evolve the CX function in step with our growth. You are passionate about continuous improvement for our students, your team, and yourself. This role is perfect for a people-first leader with sharp operational instincts and a bias for action who thrives in a dynamic, mission-driven environment.

Requirements

5+ years of experience in customer experience, operations, or a related field, with a proven track record of leading others
Demonstrated ability to coach, inspire, and develop a diverse and distributed team
Strong critical thinking and independent problem-solving skills
High emotional intelligence and ability to handle sensitive conversations with empathy and fairness
Proven time-management and prioritization skills, with the ability to balance coaching, escalations, and operations simultaneously
Clear and effective verbal and written communication skills, especially in delivering feedback and aligning expectations
A commitment to continuous improvement for yourself, your team, and the customer experience
Flexibility and comfort navigating ambiguity or shifting priorities
Comfort using CRM and analytics tools to track performance and identify insights

Nice To Haves

Prior supervisory experience in a B2C SaaS or EdTech company
Experience in a remote-first or hybrid work environment
Bilingual in Spanish (verbal and written proficiency)
Familiarity with the education or certification/licensing industry

Responsibilities

Lead, coach, develop, and empower a team of CX agents to meet and exceed KPIs including response times, SES, and QA performance through consistent 1:1s, daily performance support, and actionable feedback while modeling positivity, resilience, and professionalism
Lead 1:1s and check-ins that align performance management with personal development and career growth; identify training, automation or AI opportunities, and partner with CX leadership on employee development plans
Own escalated and complex student interactions, modeling calm, clear, and resolution-focused communication
Track, monitor, and analyze contact quality and agent performance across channels, helping drive alignment to brand standards, tone, and service level goals
Relay student insights, escalate trends, and propose operational improvements, including automations and AI that can streamline workflows
Contribute to team projects such as onboarding, ongoing training, and resource creation that strengthen the CX function
Champion a culture of learning and actionable feedback, both giving and receiving in a constructive and growth-oriented way using the Aceable Feedback Loop
Share regular updates with CX leadership, including wins, coaching opportunities, and performance trends