Remote Customer Experience Associate at Alma Remote

Customer Experience Associate (Hourly)

As a Customer Experience Associate at Alma, you will be responsible for delivering an exceptional support experience to providers and clients through both written and verbal channels. The ideal candidate is patient, meticulously organized, solution-oriented, and an excellent communicator who is passionate about our mission. This person balances empathy with expertise, approaching every interaction with a focus on understanding the customer’s needs while providing accurate, reliable, and thoughtful solutions.

Candidates must be able to work 40 hours, 5 days per week, with the possibility of working one weekend day and some holidays.

• 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.

• 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.

• We’re a remote-first company
• Health insurance plans through Aetna (medical and dental) and Met Life (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 Benefit Hub
• 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

Hourly Rate: $23.50 per hour