Alma is hiring a

Customer Experience Associate

New York, United States

Customer Experience Associate

As our first full time 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.

Key Responsibilities:

  • Deliver an exceptional customer experience by helping our members and their clients resolve inquiries and issues 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
  • Collaborate with key stakeholders across the team to ensure you’re up to date on all Alma products and services
  • Triage issues and support tickets that come in that require support from others across the team
  • Work with the Community & Ops team to document key product information and processes in our support guides 
  • Keep our macros / zendesk communications up to date

Experience And Requirements:

  • 2+ years working in customer experience/support role 
  • Excellent written, verbal, and interpersonal communication skills — you can write emails or get on the phone
  • Comfort working with computer systems including Google Suite; experience with CRM tools like Zendesk a huge plus
  • Highly organized with an acute attention to detail
  • 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
  • Experience working at a startup, fast paced work environment is a plus
  • A deep passion for our mission and the future of mental health