Customer Experience Lead

As a Customer Experience Lead at Alma, you will manage our team of empathetic, creative problem solvers who support our customers. You’ll set the tone for how we approach each interaction and will provide direct support via email, phone (and in the future, chat). You’ll become an expert in all areas of the product and collaborate cross-functionally to iterate and improve our systems and processes. Our goal is to give providers time back to focus on what they do best — provide care— and this role is pivotal in achieving this worthwhile endeavor. 

The ideal candidate is patient, meticulously organized, an excellent communicator, passionate about our mission, and loves people. This person must be able to work weekends and holidays. Schedule will either be Sunday to Thursday or Tuesday to Saturday from 9:00-6:00 pm ET.

• Foster a culture and environment that is inclusive, supportive, and growth-oriented
• Manage Customer Experience Associates by providing direct, actionable feedback and support 
• Deliver an exceptional customer experience by helping customers resolve inquiries and issues through email and phone calls, and serve as the first line of escalation for Level 1 CX Associates
• Be the voice of the customer, and work cross-functionally to improve the customer experience across all touchpoints
• 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
• Triage issues and support tickets that come in that require support from others across the team

• You have 3+ years working in a customer support role with at least 1-year managing or mentoring other CX associates (in a formal capacity)
• You are passionate about customer experience and eager to grow in a customer-focused role.
• You have cultural humility, can build relationships across differences, and have excellent interpersonal communication skills— you can write concise, warm emails and are comfortable getting on the phone
• You are highly organized with 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
• You are comfortable with tech, often an early adopter, and have experience with Google Suite and CRM tools, experience with Zendesk a huge plus 
• You have experience working at a startup, fast-paced work environment is a plus
• You have a deep passion for our mission and the future of mental health
• You are able to work weekends and holidays (you will be required to work either Sunday to Thursday or Tuesday to Saturday)

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
• Unlimited PTO

Salary Band: $58,500-$95,000

Alma’s compensation philosophy is driven by our company value of building equity. To best ensure pay equity, we typically bring in new hires near the middle of our listed salary bands and we do not negotiate our compensation (i.e. all people hired at the same level & role are brought in at the same salary, equity, and benefits). The recruiter you work with can provide more details on our philosophy. 

All Alma jobs are listed on our careers page. We do not use outside applications or automated text messaging in our recruiting process. We will not ask for any sensitive financial or identification information throughout the recruiting process. Any communication during the recruitment process, including interview requests or job offers, will come directly from a recruiting team member with a helloalma.com email address.