Customer Experience Associate (Hourly)

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At Alma, we’re making it easier for people to access high quality, affordable mental health care by supporting providers in building thriving private practices. We believe that when therapists have better resources, they’re able to provide better care to their clients. When a provider joins Alma, they gain access to a suite of tools that not only help them better run their business, but also grow it sustainably and develop as a provider. Our product experience is designed to empower people in their search for mental health care, offering multiple pathways and individualized support, if and when someone needs it. Alma has raised funding from incredible investors like Insight Partners, Optum Ventures, Tusk Venture Partners, Primary Venture Partners, and First Round Capital, and was named one of Fast Company’s Most Innovative Companies in Health in 2020.

Customer Experience Associate (Hourly)

As a 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. This person must be able to work 40 hours, 5 days per week, including one weekend day and some holidays. 

Start Date: Wednesday, June 22nd

What you'll do: 
  • Deliver an exceptional customer experience by advising, guiding, and instructing customers on how to best use Alma’s services 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
  • De-tangle and explain complicated processes and workflows in an easy-to-digest and clear manner
  • Triage issues and support tickets that come in that require support from others across the team
  • Be the voice of the customer, and work cross-functionally to improve the customer experience across all touchpoints.
Who you are: 
  • You have 1+ years working in customer experience/support or service-oriented role
  • You are able to work five days a week, inclusive of one weekend day per week (e.g Sun-Thurs or Tues-Sat) and some holidays.
  • You have excellent written, verbal, and interpersonal communication skills — you can write emails and are comfortable getting on the phone
  • You are comfortable working with computer systems including Google Suite; experience with CRM tools like Zendesk a huge plus.
  • You are highly organized with an acute attention to detail
  • You are a 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 may have experience working at a startup, fast paced work environment 
  • You have a deep passion for our mission and the future of mental health

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • PythonLanguages
    • ReactLibraries
    • DjangoFrameworks
    • MySQLDatabases
    • RedisDatabases
    • AsanaManagement
    • AirtableCRM

An Insider's view of Alma

What projects are you most excited about?

We're all feeling the world starting to take mental wellness more seriously but it is still a space fraught with confusion & lack of understanding. It's exciting to think about the opportunities for innovation when it comes to helping people find the perfect therapist, simplifying access & affordability in a space that has been difficult to enter.

Nick

Chief Technology Officer

How has your career grown since starting at the company?

Alma has given me the trust, autonomy, and support to lead the Growth Team while consistently challenging me to evaluate the impact of all strategic decisions on the business both in the short-term and long-term. The opportunity to learn and grow is continuous as I work alongside passionate experts.

Ashley

VP, Growth

What is your vision for the company?

Mental health care is a very intimate and highly personal experience. There's no one-size-fits-all approach to high-quality care. At Alma, our job is to support providers and champion their expertise so they can focus on meeting clients where they are and partnering with them to achieve lasting results.

Dr. Harry Ritter

Founder and CEO

How do you empower your team to be more creative?

To be creative requires time to think big and trust from your manager to be brave in making big ideas happen. If weeks are frenetic with zero time for deep thinking, inertia will get in the way of innovation every time. And when big, bold bets come to the table, I emphasize that whether we succeed or fail, our learnings will be equally valuable.

Claire

VP, Marketing

What are Alma Perks + Benefits

Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Child Care & Parental Leave Benefits
Flexible Work Schedule
Remote Work Program
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Stocked Kitchen
Happy Hours
Home Office Stipend for Remote Employees

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