Customer Experience Associate (Hourly)

Alma is on a mission to simplify access to high-quality, affordable mental health care. We do this by making it easy and financially rewarding for therapists to accept insurance and offer in-network care. When a provider joins Alma, they gain access to a suite of tools that not only help them better run their business, but also grow it sustainably and develop as a provider. Alma is available in all 50 states, with over 11,000 therapists in our growing network. Anyone looking for a therapist can browse Alma's free directory. Alma has raised $220.5M in funding from Insight Partners, Optum Ventures, Tusk Venture Partners, Primary Venture Partners, Sound Ventures, BoxGroup, Cigna Ventures, and Rainfall Ventures. Alma was also named one of Inc's Best Workplaces in 2022.

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Customer Experience Associate (Hourly)

As a Customer Experience Associate at Alma you will be responsible for, delivering an amazing support experience to our members. The ideal candidate is patient, meticulously organized, an excellent communicator, passionate about our mission, and loves people. This person must be able to work 40 hours, 5 days per week, including one weekend day and some holidays.

Start Date: 8/8/2023

What you'll do:

• Triage issues and support tickets that come in that require support from others across the team
• Learn all of Alma's systems, product lines, and brand so that you can efficiently work through day-to-day customer operations and embody the Alma brand
• Be the voice of the customer, and work cross-functionally to improve the customer experience across all touchpoints.
• De-tangle and explain complicated processes and workflows in an easy-to-digest and clear manner
• Deliver an exceptional customer experience by advising, guiding, and instructing customers on how to best use Alma's services through email and phone calls

Who you are:

• You have 1+ years working in customer experience/support or service-oriented role
• You are a creative thinker and problem solver— you're always exploring how to make something even better or work through issues that require on-the-fly prioritization
• You may have experience working at a startup, fast paced work environment
• You are able to work five days a week, inclusive of one weekend day per week (e.g Sun-Thurs or Tues-Sat) and some holidays.
• You are comfortable working with computer systems including Google Suite; experience with CRM tools like Zendesk a huge plus.
• You have a deep passion for our mission and the future of mental health
• You are comfortable with change and learning new skills
• You have excellent written, verbal, and interpersonal communication skills — you can write emails and are comfortable getting on the phone
• You appreciate and can engage with consistent feedback
• You are highly organized with an acute attention to detail

Benefits:

• Free Alma platform access
• Free EAP access through LifeWorks
• We're a remote-first company
• Monthly therapy and wellness stipends
• Health insurance plans through Cigna (medical and dental) and MetLife (vision), including FSA & HSA plans
• Monthly work-from-home stipend to power your wifi, lunches, coffee, etc
• Comprehensive parental leave plans
• One-time home office stipend to set up your home office
• Financial perks and rewards through BenefitHub
• Pet discount program through United Pet Care
• Monthly co-working space membership stipend
• 9 paid holidays, 1 Alma Mental Health Day, and 1 Alma Volunteering Day
• 3 weeks of PTO, plus 7 sick days to recharge
• 401k plan (Roth and traditional)

Hourly Rate: $23 per hour

All Alma jobs are listed on our careers page. We do not use outside applications or automated text messaging in our recruiting process. We will not ask for any sensitive financial or identification information throughout the recruiting process. Any communication during the recruitment process, including interview requests or job offers, will come directly from a recruiting team member with a helloalma.com email address.