Customer Experience Systems Administrator

Customer Experience Systems Administrator

As the Customer Experience (CX) Systems Administrator at Alma you will create optimize and innovate the way the CX team works. Reporting directly to the Senior Director of Customer Experience you will be designing systems and finding new optimized ways to work and scale the CX department. You will work cross-functionally with IT Product Engineering and Operations to drive efficiencies eliminate pain points and deliver innovative solutions. We are looking for someone strategic efficient and empathetic.

Our CX function is like no other— insurance especially mental health benefits is complex. Building the systems and tools to deliver a quality experience will require sharp operational skill sets a curious mind and a passion for finding creative solutions to new challenges.

What you’ll do:

• Own CX-tooling; stay up-to-date on industry trends and make the most of our tech stack.

• Translate business requirements into Zendesk workflows (triggers automations and integrations).

• Work closely with the IT Data Product and Operations teams to analyze and measure the operational impact of our tools and workflows.

• Listen to and work closely with members of the CX team to inform the prioritization of work and help make resourcing and prioritization tradeoffs in service of our customers and our team goals.

Who you are:

• You have 2-4 years of Zendesk administrator experience with in-depth knowledge of Support Guide and Explore including API/App Integrations.

• You have 4-6 years working on a CX or Operations team with experience creating and optimizing workflows.

• You have experience working cross-functionally with IT Product Data and Operations teams.

• You have extensive experience with CRM tools and CX or Operational metrics and processes.

• You are driven and a self-starter with a strong understanding of project management processes and practices and have exceptional writing and documentation skills.

• You have cultural humility can build relationships across differences and have excellent communication skills.

Benefits

• We’re a remote-first company

• Health insurance plans through Cigna (medical and dental) and MetLife (vision) including FSA & HSA plans

• 401k plan (Roth and traditional)

• Free Alma platform access

• Monthly therapy and wellness stipends

• Monthly co-working space membership stipend

• Monthly work-from-home stipend to power your wifi lunches coffee etc

• Pet discount program through United Pet Care

• Financial perks and rewards through BenefitHub

• Free EAP access through LifeWorks

• 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

• Flexible  PTO

Salary Band: $100000-$125000

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.