Alma · 11 hours ago
Customer Experience Specialist (CXS)
United States
Full-time
Remote
Entry, Mid Level
$70K/yr - $84K/yr
2+ years expAlma is on a mission to simplify access to high-quality, affordable mental health care. The Customer Experience Specialist (CXS) is responsible for resolving moderate to high complexity customer inquiries related to the Alma product and health insurance, while ensuring accurate and timely resolution of issues that go beyond general support.
Health CareMedicalMental HealthWellness
Responsibilities
Resolve Tier 2 (and some Tier 3) Support Tickets: Handle specialized tickets requiring deeper product, insurance, workflow knowledge, or cross-functional support to resolve
Escalation Point for CX Associates: Serve as the first line of escalation for CXAs, empowering them with the necessary support to resolve challenging inquiries – and taking over cases when necessary
Collaborate on Workflow Improvements: Partner with Leadership and Ops Program Managers to surface recurring issues, identify workflow gaps, and recommend process improvements
Maintain Subject Matter Expertise: Develop and sustain deep knowledge of Alma’s insurance processes, product, and tooling to ensure accurate case handling
Ensure Ticket Accuracy & Documentation: Provide clear, detailed, and accurate documentation for each case to ensure seamless handoffs and auditability
Qualification
Required
2+ years of CX / support experience handling specialized, high-priority, or escalation queues in healthcare, fintech, or start-up environments
Experience supporting customers in high volume live support channels (chat or phone) in addition to email
Queue management, SLA prioritization, real-time navigation and multitasking across systems and tickets, and case triage judgment
Strong ability to navigate complex workflows, investigate ambiguous cases, and persist through blockers
Empathetic, clear and concise responses and accurate documentation of case handling
Strong de-escalation and conflict management skills — and an ability to operate with efficiency and clarity under pressure
Benefits
We’re a remote-first company
Health insurance plans through Aetna (medical and dental) and MetLife (vision), including FSA and HSA plans
401K plan (ADP)
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 Aetna
One-time home office stipend to set up your home office
Comprehensive parental leave plans
12 paid holidays and 1 Alma Give Back Day
Flexible PTO
Company
Alma
Alma is a membership-based network for mental health care providers.
201-500 employees
Funding
Current Stage
Late StageTotal Funding
$220.5MKey Investors
Thoma BravoInsight PartnersTusk Venture Partners
2022-08-25Series D· $130M
2021-08-31Series C· $50M
2021-02-02Series B· $28M
Leadership Team
Harry Ritter
Founder and CEO
K
Kate Mellor
Chief Commercial Officer
Recent News
Twin Cities Business
2026-01-23
2025-12-04
2025-11-07
Company data provided by crunchbase