Customer Experience Associate - Remote

Overview

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.

In Short

• Deliver exceptional customer experience through various channels.
• Become a trusted subject matter expert on Alma’s systems.
• Explain complex processes in easy-to-understand terms.
• Use internal tools to research and resolve customer inquiries.
• Identify root causes and ensure complete resolution of requests.
• Balance quality with efficiency in customer interactions.
• Engage in ongoing learning to stay updated with products and policies.

Requirements

• Available to work five days per week.
• 1–2 years of experience in customer support.
• Strong communication skills for complex topics.
• Ability to balance empathy with expertise.
• Organized and efficient in handling work volume.
• Comfortable using internal systems; experience with Zendesk is a plus.
• Critical thinking skills to find balanced solutions.
• Ability to work independently and collaboratively.
• Proactive and accountable in delivering outcomes.
• Commitment to improving access to mental health care.

Benefits

• Remote-first company.
• Health insurance plans including FSA and HSA options.
• 401K plan.
• Monthly therapy and wellness stipends.
• Monthly co-working space membership stipend.
• Monthly work-from-home stipend.
• Financial wellness benefits.
• Pet discount program.
• Comprehensive parental leave plans.
• Flexible PTO.