Customer Experience Associate (Hourly) - job 2 of 3

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: November 14, 2023

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 role
• You are able to 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 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, 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 & HSA plans
• 401k plan (Roth and traditional)
• Free Alma platform access 
• Monthly therapy and wellness stipends 
• Monthly co-working space membership stipend
• Monthly work-from-home stipend to power your wifi, lunches, coffee, etc 
• Pet discount program through United Pet Care 
• Financial perks and rewards through BenefitHub
• Free EAP access through LifeWorks 
• One-time home office stipend to set up your home office
• Comprehensive parental leave plans 
• 9 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 per hour

Alma’s compensation philosophy is driven by our company value of building equity. To best ensure pay equity, we typically bring in new hires near the middle of our listed salary bands and we do not negotiate our compensation (i.e. all people hired at the same level & role are brought in at the same salary, equity, and benefits). The recruiter you work with can provide more details on our philosophy.

All Alma jobs are listed on our careers page. We do not use outside applications or automated text messaging in our recruiting process. We will not ask for any sensitive financial or identification information throughout the recruiting process. Any communication during the recruitment process, including interview requests or job offers, will come directly from a recruiting team member with a helloalma.com email address.