Customer Experience Associate

Summary

Join Alma, a company revolutionizing access to affordable mental healthcare, as a Customer Experience Associate. You will provide exceptional support to providers and clients via email and phone, resolving concerns and offering solutions. Master Alma's systems and product lines to become a trusted subject matter expert. Investigate issues thoroughly, explain complex processes clearly, and manage ticket responses efficiently. Collaborate with teams to improve customer experience and act as the voice of the customer. The ideal candidate possesses excellent communication skills, problem-solving abilities, and a deep alignment with Alma's mission. This is a 40-hour/week, 5-day position with potential weekend and holiday work.

Requirements

• You are ready to transition into a new role, bringing your experience and skills as you learn new workflows and processes essential to the team
• You have excellent written, verbal, and interpersonal communication skills — you can confidently and independently communicate complex ideas in a way that is clear and approachable, whether through email or over the phone
• You are a creative thinker and problem solver, and have a proven track record of applying your expertise to identify opportunities for improvement
• You are comfortable navigating Alma’s systems and tools and have demonstrated expertise with Alma’s products, such as identifying bugs and providing thoughtful product feedback, etc. Experience with CRM tools like Zendesk is a plus
• You are highly organized, with strong attention to detail, and can manage priorities effectively in a fast-paced environment
• You are comfortable giving and receiving feedback, both constructive and positive, viewing it as an important tool for growing your skills and succeeding in the role
• You are deeply aligned with Alma’s mission and excited to contribute to the future of mental health

Responsibilities

• Deliver an exceptional customer experience through email and phone calls by advising and guiding customers on how to best use Alma’s services. This includes independently drafting professional emails and conducting effective phone conversations to address questions, resolve concerns, and provide clear, reliable solutions by balancing empathy with expertise
• Become a trusted subject matter expert by mastering Alma’s systems, product lines, and brand voice, allowing you to efficiently navigate day-to-day customer operations while embodying Alma’s voice and tone
• Act as a professional investigator and navigator, leveraging available information and resources to thoroughly assess issues and provide the best possible solutions to customers
• Deconstruct and explain complex processes and workflows in a concise and digestible way, ensuring customers feel confident and informed from your first interaction
• Manage ticket responses and reopened tickets, prioritizing total resolution time to ensure timely and accurate solutions, and collaborate with team members when needed
• Act as the voice of the customer at Alma, partnering with cross-functional teams to identify and implement improvements across the customer experience

Preferred Qualifications

Experience with CRM tools like Zendesk is a plus

Benefits

• We’re a remote-first company
• Health insurance plans through Aetna (medical and dental) and MetLife (vision), including FSA and HSA plans
• 401K plan (ADP)
• Monthly therapy and wellness stipends
• Monthly co-working space membership stipend
• Monthly work-from-home stipend
• Financial wellness benefits through Northstar
• Pet discount program through United Pet Care
• Financial perks and rewards through BenefitHub
• EAP access through Aetna
• One-time home office stipend to set up your home office
• Comprehensive parental leave plans
• 11 paid holidays, 1 Alma Mental Health Day, and 1 Alma Volunteering Day
• 3 weeks of PTO, plus 7 sick days to recharge