Alma is on a mission to simplify access to high-quality, affordable mental health care. We do this by making it easy and financially rewarding for therapists to accept insurance and offer in-network care. 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. Alma is available in all 50 states, with over 20,000 therapists in our growing network. Anyone looking for a therapist can browse Alma’s free directory. Alma has raised $220.5M in funding from Insight Partners, Optum Ventures, Tusk Venture Partners, Primary Venture Partners, First Round Capital, Sound Ventures, BoxGroup, Cigna Ventures, and Rainfall Ventures. Alma was also named one of Inc’s Best Workplaces in 2022 and 2023.

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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: May 21, 2024

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 roles.
  • You can 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 is a huge plus.
  • You are highly organized with an acute attention to detail.
  • You are comfortable with change and learning new skills.
  • 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 or fast-paced work environment. 
  • You appreciate and can engage with consistent feedback.
  • You have a deep passion for our mission and the future of mental health.

Benefits:

  • We’re a remote-first company 
  • Health insurance plans through Cigna (medical and dental) and MetLife (vision), including FSA and HSA plans
  • 401K plan (Roth and traditional)
  • 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 Cigna 
  • One-time home office stipend to set up your home office
  • 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 to recharge

Hourly Rate: $23.50 per hour

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.

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Diversity, Equity and Inclusion at Alma

At Alma, we work hard to bring together people from a vast set of backgrounds and identities. We aspire to champion diversity, amplify inclusive cultures and build equitably. 

Submitting the below information is optional and your answers will not be attached to your applicant profile. All answers are compiled into an anonymous dataset and will only be seen from a macro point of view to help us inform our Diversity, Equity & Inclusion (DEI) strategy and efforts. This information will not be used as selection criteria nor will it be used as any basis in connection with any decisions regarding your candidacy.  We take our DEI efforts seriously, and we would greatly appreciate your participation. Of course, you are welcome to opt out of submitting this information and there will be no consequences for your decision not to share this information.

Glossary of terms

  • Gender is personal (how we see ourselves), while sexual orientation is interpersonal (who we are physically, emotionally and/or romantically attracted to).
  • Race refers to the concept of dividing people into groups on the basis of various sets of physical characteristics and the process of ascribing social meaning to those groups. In this demographic survey, race is self-identified. Race differs from ethnicity in that commonalities such as national origin, tribal heritage, religion, language, and culture can describe someone’s ethnicity. People of any race may be of any ethnic origin. [1] [2] [3]
  • Nationality refers to the status of belonging to a particular nation, whether by birth or naturalization. It describes a legal relationship between an individual person and a political state. E.g.: American, Canadian. [1]
  • Two-Spirit is a modern pan-Native American umbrella term. Indigenous individuals may use the term Two-Spirit to reclaim traditions related to gender identity, gender expression, sexual orientation, spiritual identity, and/or traditional roles. [1] [2]
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