Alma is on a mission to simplify access to high-quality, affordable mental health care. We do this by making it easy and financially rewarding for therapists to accept insurance and offer in-network care. When a provider joins Alma, they gain access to a suite of tools that not only help them better run their business, but also grow it sustainably and develop as a provider. Alma is available in all 50 states, with over 20,000 therapists in our growing network. Anyone looking for a therapist can browse Alma’s free directory. Alma has raised $220.5M in funding from Insight Partners, Optum Ventures, Tusk Venture Partners, Primary Venture Partners, First Round Capital, Sound Ventures, BoxGroup, Cigna Ventures, and Rainfall Ventures. Alma was also named one of Inc’s Best Workplaces in 2022 and 2023.
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Customer Experience Associate (Hourly)
As a Customer Experience Associate at Alma, you will be responsible for delivering an exceptional support experience to providers and clients through both written and verbal channels. The ideal candidate is patient, meticulously organized, solution-oriented, and an excellent communicator who is passionate about our mission. This person balances empathy with expertise, approaching every interaction with a focus on understanding the customer’s needs while 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.
What you’ll do:
- Deliver an exceptional customer experience through email and phone calls by advising and guiding customers on how to best use Alma’s services. This includes independently drafting professional emails and conducting 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, allowing you to efficiently navigate day-to-day 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 in a concise and digestible way, ensuring customers feel confident and informed from your first interaction.
- Manage ticket responses and reopened tickets, prioritizing total resolution time to ensure 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.
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