Customer Experience Associate

Alma; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

A leading company in mental health care seeks a Customer Experience Associate to provide empathetic support across various channels. This role involves building expertise in Alma's systems, ensuring customer satisfaction through effective communication and problem-solving.

Benefits

Health insurance plans through Aetna (medical and dental)

Monthly therapy and wellness stipends

Flexible PTO

11 paid holidays, 1 Alma Mental Health Day, and 1 Alma Volunteering Day

Qualifications

• 1-2 years experience in a customer support role.
• Organized and dependable, able to handle a high volume of work.
• Strong communicator, comfortable with sensitive topics.

Responsibilities

• Deliver exceptional customer support via phone, email, and chat.
• Guide customers through Alma’s systems and services.
• Resolve inquiries by explaining complex processes clearly.

Skills

Communication

Problem Solving

Critical Thinking

Organization

Empathy

Tools

Zendesk

Job description

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.

As a Customer Experience Associate at Alma, you will deliver high-quality, empathetic support to mental health providers and clients across phone, email, and chat channels. The ideal candidate is organized, solution-oriented, and an effective communicator with experience in live support environments. You’ll balance empathy with expertise—translating complex internal processes into clear, accessible answers—always prioritizing the customer experience while aligning with policy and business needs.

We are hiring for both Monday–Friday and Sunday–Thursday schedules. Candidates must be available to work 40 hours per week, including the possibility of one weekend day and select holidays.

Start Date: 7/22/2025

What You’ll Do:

• Deliver an exceptional, empathetic customer experience through email, phone, and eventually chat by guiding customers through Alma’s systems, services, and workflows. You’ll independently draft professional emails and conduct clear, efficient conversations to resolve issues and provide reliable support.
  
  
• Become a trusted subject matter expert by mastering Alma’s systems, product lines, and brand voice, enabling you to navigate daily customer operations with confidence and consistency.
  
  
• Deconstruct and explain complex processes in straightforward, easy-to-understand terms, helping customers feel informed and supported from the first interaction.
  
  
• Use internal knowledge systems and tools to research and resolve questions, managing your queue accurately and efficiently.
  
  
• Act as a thoughtful investigator—identifying root causes, making sound decisions, and ensuring complete resolution of open requests.
  
  
• Balance quality with efficiency, consistently meeting or exceeding expectations for response time, resolution time, and customer satisfaction.
  
  
• Engage in ongoing learning through weekly trainings and resources to stay up to date with Alma’s evolving products, policies, and customer needs.

Who You Are:

• Available to work five days per week, Monday–Friday or Sunday–Thursday.
  
  
• Have 1–2 years of experience in a customer support role, preferably providing live support across email, phone, and/or chat channels.
  
  
• A strong communicator who can clearly and professionally explain complex or sensitive topics, both in writing and verbally.
  
  
• Able to balance empathy with expertise—deeply understanding customer needs while delivering accurate, policy-aligned solutions.
  
  
• Organized, dependable, and efficient, with the ability to handle a high volume of work without sacrificing accuracy or follow-through.
  
  
• Comfortable using internal systems and documentation to guide your work; experience with tools like Zendesk is a plus.
  
  
• Apply critical thinking daily, exercising good judgment to find solutions that balance customer needs with policies.
  
  
• Work well both independently and as part of a team, contributing positively to a collaborative environment.
  
  
• Take ownership of your work—proactive, accountable, and motivated to deliver the best possible outcomes for customers and the team.
  
  
• A continuous learner who welcomes feedback and is committed to growing your skills through regular training and self-directed learning.
  
  
• Deeply aligned with Alma’s mission to improve access to mental health care—and bring that commitment to every customer interaction.
• Health insurance plans through Aetna (medical and dental) and MetLife (vision), including FSA and HSA plans
• 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
• Comprehensive parental leave plans
• 11 paid holidays, 1 Alma Mental Health Day, and 1 Alma Volunteering Day
• Flexible PTO

Hourly Rate: $24 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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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.

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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).
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• 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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