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 2nd, 2022
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 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 have a deep passion for our mission and the future of mental health
Benefits:
We’re a remote-first company
Health insurance plans through Aetna (medical, dental, and vision), including FSA & HSA plans
401k plan (Roth and Traditional)
Free access to One Medical, Teladoc, and Health Advocate
Monthly therapy, wellness, and ClassPass fitness stipends
Co-working space membership access
Monthly work-from-home stipend to power your wifi, lunches, coffee, and more
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 + 7 sick days to recharge
Hourly Rate: $21 per hour