Customer Experience Associate

Position Overview

• Location Type: [Not specified]
• Job Type: Hourly
• Salary: [Not specified]

Alma is on a mission to simplify access to high-quality, affordable mental health care by making it easy and financially rewarding for therapists to accept insurance and offer in-network care. Providers joining Alma gain access to tools to help them run and grow their business sustainably. Alma is available in all 50 states with over 20,000 therapists in its network. Anyone looking for a therapist can browse Alma’s free directory. Alma has raised $220.5M in funding and was named one of Inc’s Best Workplaces in 2022 and 2023.

As a Customer Experience Associate at Alma, you will deliver an exceptional support experience to providers and clients through written and verbal channels. The ideal candidate is patient, meticulously organized, solution-oriented, and an excellent communicator passionate about Alma's mission. This person balances empathy with expertise, focusing on understanding customer needs and 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.

Responsibilities

• Deliver an exceptional customer experience via email and phone, advising and guiding customers on how to best use Alma’s services.
• Independently draft professional emails and conduct 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 to efficiently navigate 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 concisely and digestibly, ensuring customers feel confident and informed.
• Manage ticket responses and reopened tickets, prioritizing total resolution time for 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.

Requirements

• Ready to transition into a new role, bringing experience and skills while learning new workflows and processes essential to the team.
• Excellent written, verbal, and interpersonal communication skills; ability to confidently and independently communicate complex ideas clearly and approachably via email or phone.
• Creative thinker and problem solver with a proven track record of applying expertise to identify opportunities for improvement.
• Comfortable navigating Alma’s systems and tools, with demonstrated expertise with Alma’s products, such as identifying bugs and providing thoughtful product feedback.
• Experience with CRM tools like Zendesk is a plus.
• Highly organized with strong attention to detail and ability to manage priorities effectively in a fast-paced environment.
• Comfortable giving and receiving feedback (constructive and positive) as an important tool for skill growth and role success.
• Deeply aligned with Alma’s mission and excited to contribute to the future of mental health.

Benefits

• [Not specified]