At Alma, we’re making it easier for consumers 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 consumer 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. We’ve raised funding from incredible investors like Insight Partners, Tusk, Primary, Optum Ventures, and First Round and were named one of Fast Company’s Most Innovative Companies in Health in 2020.

Customer Experience Lead

As a Customer Experience Lead at Alma, you will manage our team of empathetic, creative problem solvers who support our customers. You’ll set the tone for how we approach each interaction and will provide direct support via email, phone (and in the future, chat). You’ll become an expert in all areas of the product and collaborate cross-functionally to iterate and improve our systems and processes. Our goal is to give providers time back to focus on what they do best — provide care— and this role is pivotal in achieving this worthwhile endeavor. 

The ideal candidate is patient, meticulously organized, an excellent communicator, passionate about our mission, and loves people. This person must be able to work some weekends and holidays. 

What you’ll do:

  • Foster a culture and environment that is inclusive, supportive, and growth-oriented
  • Manage Customer Experience Associates by providing direct, actionable feedback and support 
  • Deliver an exceptional customer experience by helping customers resolve inquiries and issues through email and phone calls, and serve as the first line of escalation for Level 1 CX Associates
  • Be the voice of the customer, and work cross-functionally to improve the customer experience across all touchpoints
  • 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
  • Triage issues and support tickets that come in that require support from others across the team

Who you are:

  • You have 3+ years working in a customer support role with at least 1-year managing or mentoring other CX associates (in a formal capacity)
  • You are passionate about customer experience and eager to grow in a customer-focused role.
  • You have cultural humility, can build relationships across differences, and have excellent interpersonal communication skills— you can write concise, warm emails and are comfortable getting on the phone
  • You are highly organized with acute attention to detail
  • 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 are comfortable with tech, often an early adopter, and have experience with Google Suite and CRM tools, experience with Zendesk a huge plus 
  • You have experience working at a startup, fast-paced work environment is a plus
  • You have a deep passion for our mission and the future of mental health
  • You are able to work some weekends and holidays

Apply for this Job

* Required
  
  


U.S. Equal Opportunity Employment Information (Completion is voluntary)

Individuals seeking employment at Alma are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.

Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.


Form CC-305

OMB Control Number 1250-0005

Expires 05/31/2023

Voluntary Self-Identification of Disability

Why are you being asked to complete this form?

We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.

Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

  • Autism
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, or HIV/AIDS
  • Blind or low vision
  • Cancer
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or hard of hearing
  • Depression or anxiety
  • Diabetes
  • Epilepsy
  • Gastrointestinal disorders, for example, Crohn's Disease, or irritable bowel syndrome
  • Intellectual disability
  • Missing limbs or partially missing limbs
  • Nervous system condition for example, migraine headaches, Parkinson’s disease, or Multiple sclerosis (MS)
  • Psychiatric condition, for example, bipolar disorder, schizophrenia, PTSD, or major depression

1Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.