Customer Experience Associate

As a Customer Experience Associate at Alma, you will deliver high-quality, empathetic support to mental health providers and clients across phone, email, and chat channels. The ideal candidate is organized, solution-oriented, and an effective communicator with experience in live support environments. You’ll balance empathy with expertise—translating complex internal processes into clear, accessible answers—always prioritizing the customer experience while aligning with policy and business needs.

We are hiring for both Monday–Friday and Sunday–Thursday schedules. Candidates must be available to work 40 hours per week, including the possibility of one weekend day and select holidays.

Start Date: 7/22/2025

What You’ll Do:

• Deliver an exceptional, empathetic customer experience through email, phone, and eventually chat by guiding customers through Alma’s systems, services, and workflows. You’ll independently draft professional emails and conduct clear, efficient conversations to resolve issues and provide reliable support.
• Become a trusted subject matter expert by mastering Alma’s systems, product lines, and brand voice, enabling you to navigate daily customer operations with confidence and consistency.
• Deconstruct and explain complex processes in straightforward, easy-to-understand terms, helping customers feel informed and supported from the first interaction.
• Use internal knowledge systems and tools to research and resolve questions, managing your queue accurately and efficiently.
• Act as a thoughtful investigator—identifying root causes, making sound decisions, and ensuring complete resolution of open requests.
• Balance quality with efficiency, consistently meeting or exceeding expectations for response time, resolution time, and customer satisfaction.
• Engage in ongoing learning through weekly trainings and resources to stay up to date with Alma’s evolving products, policies, and customer needs.

Who You Are:

• Available to work five days per week, Monday–Friday or Sunday–Thursday.
• Have 1–2 years of experience in a customer support role, preferably providing live support across email, phone, and/or chat channels.
• A strong communicator who can clearly and professionally explain complex or sensitive topics, both in writing and verbally.
• Able to balance empathy with expertise—deeply understanding customer needs while delivering accurate, policy-aligned solutions.
• Organized, dependable, and efficient, with the ability to handle a high volume of work without sacrificing accuracy or follow-through.
• Comfortable using internal systems and documentation to guide your work; experience with tools like Zendesk is a plus.
• Apply critical thinking daily, exercising good judgment to find solutions that balance customer needs with policies.
• Work well both independently and as part of a team, contributing positively to a collaborative environment.
• Take ownership of your work—proactive, accountable, and motivated to deliver the best possible outcomes for customers and the team.
• A continuous learner who welcomes feedback and is committed to growing your skills through regular training and self-directed learning.
• Deeply aligned with Alma’s mission to improve access to mental health care—and bring that commitment to every customer interaction.

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
• Comprehensive parental leave plans
• 11 paid holidays, 1 Alma Mental Health Day, and 1 Alma Volunteering Day
• Flexible PTO

Hourly Rate: $24 per hour