Member Success Operations Associate

Member Success Operations Associate

As a Member Success Operations Associate at Alma, you will play a vital role in our ability to deliver an exceptional customer experience to our provider members. You’ll be responsible for processing all membership change requests through workflow management tools and providing input to drive process efficiencies across the team.

The ideal candidate will be able to ensure a high level of detail and accuracy, can work quickly and efficiently across multiple systems and browsers, and is passionate about improving access to quality mental healthcare. 

This is a full-time position open to candidates across all US geographic locations who are able to work 40 hours a week Monday to Friday. You will be expected to work 9am-5:30pm local time. 

What you’ll do:

• Process requests for membership lifecycle changes from our members and communicate status updates to members and internal stakeholders 
• Manage the operations and automation of our internal tools (e.g. Zendesk, Asana) 
• 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
• Identify opportunities to streamline workflows, make our processes more efficient, and improve provider experiences

Who you are:

• You have experience with project management and customer service tools such as Asana, Typeform, Zendesk, and Salesforce.
• You are highly-organized, detail-oriented, and proactive with the ability to prioritize work with guidance from your manager.
• You have strong verbal and written communication skills and can communicate accurately and effectively with internal and external stakeholders. You are not afraid of asking questions when something is unclear.
• You may have experience working at a startup, fast paced work environment.
• You are passionate about our mission and making mental healthcare more accessible.  
• You are able to work between the hours of 9am-5:30pm.
  

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
• 3 weeks of PTO, plus 7 sick days to recharge

Hourly Rate: $19.50 per hour

Please note: This role cannot be hired for anyone who resides full time in California

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.