Remote Customer Experience Associate at Alma Remote

Remote Customer Experience Associate at Alma.

Work 40 hours a week, 5 days. Availability for occasional weekend and holiday shifts.

• Deliver an exceptional customer experience through email and phone calls, advising and guiding customers on how to best use Alma’s services.
• Become a trusted subject matter expert by mastering Alma’s systems, product lines, and brand voice, and embodying Alma’s tone.
• Act as a professional investigator and navigator, leveraging available information to assess issues and provide solutions.
• Deconstruct and explain complex processes and workflows in a concise and digestible way.
• Manage ticket responses and reopened tickets, prioritizing resolution time and collaborating with team members as needed.
• Voice the customer at Alma, partnering with cross‑functional teams to identify and implement improvements across the customer experience.

• Ready to transition into a new role, learning new workflows and processes essential to the team.
• Excellent written, verbal, and interpersonal communication skills, with confidence in conveying complex ideas clearly.
• Creative thinker and problem solver, with a proven track record of identifying improvement opportunities.
• Comfortable navigating Alma’s systems and tools, and experienced with CRM tools like Zendesk (plus).
• Highly organized, detail‑oriented, and able to manage priorities in a fast‑paced environment.
• Open to giving and receiving feedback, both constructive and positive.
• Deeply aligned with Alma’s mission and excited to contribute to the future of mental health.

• Remote‑first company
• Health insurance plans through Aetna and Met Life, including FSA and HSA options
• 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 Benefit Hub
• EAP access through Aetna
• One‑time home office stipend
• 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

Hourly Rate: $23.50 per hour