• Job Description

  Req#: 8393514002
  Employer Industry: Mental Health Care Services
  
  Why consider this job opportunity:
  - Salary up to $84,000
  - Remote-first work environment offering flexibility
  - Comprehensive health insurance plans, including medical, dental, and vision
  - Monthly stipends for therapy, wellness, co-working space, and work-from-home expenses
  - Generous parental leave plans and 12 paid holidays plus 1 Alma Give Back Day
  - Opportunities for professional development and collaboration with leadership on workflow improvements
  
  What to Expect (Job Responsibilities):
  - Resolve Tier 2 and some Tier 3 support tickets, requiring in-depth product and insurance knowledge
  - Serve as the first line of escalation for Customer Experience Associates, providing support for challenging inquiries
  - Collaborate with leadership to identify workflow gaps and recommend process improvements
  - Maintain expertise in Alma’s insurance processes and product to ensure accurate case handling
  - Ensure clear, detailed, and accurate documentation for each case to facilitate seamless handoffs
  
  What is Required (Qualifications):
  - Minimum of 2 years of customer experience or support experience in healthcare, fintech, or startup environments
  - Experience in high-volume live support channels, including chat and phone
  - Strong skills in queue management, SLA prioritization, and multitasking across systems
  - Ability to navigate complex workflows and investigate ambiguous cases
  - Excellent de-escalation, conflict management, and documentation skills
  
  How to Stand Out (Preferred Qualifications):
  - Experience supporting specialized, high-priority, or escalation queues
  - Proven ability to operate efficiently under pressure in a fast-paced environment
  - Strong empathy and communication skills to provide clear and concise responses
  
  #MentalHealthCare #CustomerExperience #RemoteWork #CareerOpportunity #HealthBenefits
  
  "We prioritize candidate privacy and champion equal-opportunity employment. Central to our mission is our partnership with companies that share this commitment. We aim to foster a fair, transparent, and secure hiring environment for all. If you encounter any employer not adhering to these principles, please bring it to our attention immediately. We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer."

• About the company

  At Alma, we’re making it easier for consumers to access high-quality, one that gives providers the autonomy of a private practice with the support of the Alma platform.

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