Remote Customer Experience Associate at Alma Remote

Remote Customer Experience Associate at Alma. Customer Experience Associate (Hourly) Work 40 hours a week, 5 days. Availability for occasional weekend and holiday shifts. What you’ll do: Deliver an exceptional customer experience through email and phone calls, advising and guiding customers on how to best use Alma’s services. Become a trusted subject matter expert by mastering Alma’s systems, product lines, and brand voice, and embodying Alma’s tone. Act as a professional investigator and navigator, leveraging available information to assess issues and provide solutions. Deconstruct and explain complex processes and workflows in a concise and digestible way. Manage ticket responses and reopened tickets, prioritizing resolution time and collaborating with team members as needed. Voice the customer at Alma, partnering with cross‑functional teams to identify and implement improvements across the customer experience. Who you are: Ready to transition into a new role, learning new workflows and processes essential to the team. Excellent written, verbal, and interpersonal communication skills, with confidence in conveying complex ideas clearly. Creative thinker and problem solver, with a proven track record of identifying improvement opportunities. Comfortable navigating Alma’s systems and tools, and experienced with CRM tools like Zendesk (plus). Highly organized, detail‑oriented, and able to manage priorities in a fast‑paced environment. Open to giving and receiving feedback, both constructive and positive. Deeply aligned with Alma’s mission and excited to contribute to the future of mental health. Benefits: Remote‑first company Health insurance plans through Aetna and MetLife, including FSA and HSA options 401K plan (ADP) Monthly therapy and wellness stipends Monthly co‑working space membership stipend Monthly work‑from‑home stipend Financial wellness benefits through Northstar Pet discount program through United Pet Care Financial perks and rewards through BenefitHub EAP access through Aetna One‑time home office stipend Comprehensive parental leave plans 11 paid holidays, 1 Alma Mental Health Day, and 1 Alma Volunteering Day 3 weeks of PTO, plus 7 sick days Hourly Rate: $23.50 per hour #J-18808-Ljbffr