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: May 21, 2024

What you’ll do:

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

Who you are:

  • You have 1+ years working in customer experience/support or service-oriented roles.
  • You can work five days a week, inclusive of one weekend day per week (e.g. Sun-Thurs or Tues-Sat) and some holidays.
  • You have excellent written, verbal, and interpersonal communication skills — you can write emails and are comfortable getting on the phone.
  • You are comfortable working with computer systems including Google Suite; experience with CRM tools like Zendesk is a huge plus.
  • You are highly organized with an acute attention to detail.
  • You are comfortable with change and learning new skills.
  • 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 or fast-paced work environment.
  • You appreciate and can engage with consistent feedback.
  • You have a deep passion for our mission and the future of mental health.

Benefits:

  • We’re a remote-first company
  • Health insurance plans through Cigna (medical and dental) and MetLife (vision), including FSA and HSA plans
  • 401K plan (Roth and traditional)
  • 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 Cigna
  • 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

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