Customer Experience Specialist (CXS)
full-time•Angle•$70k - $84k
About this role
<div class="content-intro"><p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">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.</span></p>
<div class="c-message__content c-message__content--feature_sonic_inputs" data-qa="message_content"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><a href="https://helloalma.com/" target="_blank">Website</a></span></div>
<div class="c-message__content c-message__content--feature_sonic_inputs" data-qa="message_content"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><a href="https://boards.greenhouse.io/alma" target="_blank">Job Board</a></span></div>
<div class="c-message__content c-message__content--feature_sonic_inputs" data-qa="message_content"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><a href="https://docs.google.com/document/d/1cg1oEuMmxHsRw_45o0pANQycrwKJjub3_EdQDtEnrAc/edit" target="_blank">Values</a></span></div>
<div class="c-message__content c-message__content--feature_sonic_inputs" data-qa="message_content"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><a href="https://drive.google.com/file/d/1-BIGrWstawQLTr8aFmmbjMXBA4YaYsVK/view?usp=sharing" target="_blank">Candidate Interview Guide </a></span></div>
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<div class="c-message__content c-message__content--feature_sonic_inputs" data-qa="message_content"> </div></div><p><span style="font-size: 18pt; font-family: helvetica, arial, sans-serif;"><strong>Customer Experience Specialist</strong></span></p>
<p>The Customer Experience Specialist (CXS) is a specialized support role responsible for resolving moderate to high complexity customer inquiries related to the Alma product and health insurance. CXSs serve as subject matter experts in insurance and the Alma product, ensuring accurate and timely resolution of issues that go beyond general support. They take full ownership of tickets escalated from CX Associates (CXAs), collaborate cross-functionally to drive resolution, and proactively flag systemic issues through established processes.</p>
<p>This role is execution-focused — ideal candidates will thrive in production environments where efficiency and accuracy matter. Specialists will consistently meet efficiency goals while maintaining high-quality customer experiences, delivering depth and consistency at scale.</p>
<p><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><strong>What you’ll do:</strong></span></p>
<ul>
<li><strong>Resolve Tier 2 (and some Tier 3) Support Tickets:</strong> Handle specialized tickets requiring deeper product, insurance, workflow knowledge, or cross-functional support to resolve.</li>
<li><strong>Escalation Point for CX Associates:</strong> 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.</li>
<li><strong>Collaborate on Workflow Improvements:</strong> Partner with Leadership and Ops Program Managers to surface recurring issues, identify workflow gaps, and recommend process improvements.</li>
<li><strong>Maintain Subject Matter Expertise:</strong> Develop and sustain deep knowledge of Alma’s insurance processes, product, and tooling to ensure accurate case handling.</li>
<li><strong>Ensure Ticket Accuracy & Documentation:</strong> Provide clear, detailed, and accurate documentation for each case to ensure seamless handoffs and auditability.</li>
</ul>
<p><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><strong>Who you are:</strong></span></p>
<ul>
<li>2+ years of CX / support experience handling specialized, high-priority, or escalation queues in healthcare, fintech, or start-up environments.</li>
<li>Experience supporting customers in high volume live support channels (chat or phone) in addition to email.</li>
<li>Queue management, SLA prioritization, real-time navigation and multitasking across systems and tickets, and case triage judgment.</li>
<li>Strong ability to navigate complex workflows, investigate ambiguous cases, and persist through blockers.</li>
<li>Empathetic, clear and concise responses and accurate documentation of case handling. </li>
<li>Strong de-escalation and conflict management skills — and an ability to operate with efficiency and clarity under pressure.</li>
</ul>
<p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><strong>Benefits:</strong></span></p>
<ul>
<li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">We’re a remote-first company</span></li>
<li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Health insurance plans through Aetna (medical and dental) and MetLife (vision), including FSA and HSA plans</span></li>
<li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">401K plan (ADP)</span></li>
<li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Monthly therapy and wellness stipends</span></li>
<li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Monthly co-working space membership stipend</span></li>
<li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Monthly work-from-home stipend</span></li>
<li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Financial wellness benefits through Northstar</span></li>
<li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Pet discount program through United Pet Care</span></li>
<li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Financial perks and rewards through BenefitHub</span></li>
<li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">EAP access through Aetna</span></li>
<li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">One-time home office stipend to set up your home office</span></li>
<li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Comprehensive parental leave plans</span></li>
<li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">12 paid holidays and 1 Alma Give Back Day</span></li>
<li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Flexible PTO </span></li>
</ul>
<p><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-weight: 400;">Salary Band: $70,000 - $84,000</span></span></p>
<p><span style="font-weight: 400; font-size: 12pt; font-family: helvetica, arial, sans-serif;">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.</span></p><div class="content-conclusion"><p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Learn more about how Alma handles applicant data by reading Alma's <a class="c-link" href="https://helloalma.com/applicant-privacy-policy/" target="_blank" data-stringify-link="https://helloalma.com/applicant-privacy-policy/" data-sk="tooltip_parent">Applicant Privacy Notice</a>.</span></p></div>
What you'll do
- The Customer Experience Specialist resolves moderate to high complexity customer inquiries related to the Alma product and health insurance. They take ownership of escalated tickets, collaborate cross-functionally, and ensure accurate documentation.
About Alma
Backed by leading VCs such as Bling Capital, Forerunner, Village Global, NFX, Conviction, MVP Ventures, NEA and Silkroad Innovation Hub, Alma is a LegalTech startup on a mission to transform the immigration industry. By combining the expertise of seasoned attorneys with AI/ML, we streamline the complex immigration process for individuals and businesses. Our comprehensive platform and dedicated legal team provide clients with a seamless experience, empowering them to navigate the intricate world of immigration with confidence.
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Frequently Asked Questions
What does Alma pay for a Customer Experience Specialist (CXS)?
Alma offers a competitive compensation package for the Customer Experience Specialist (CXS) role. The salary range is USD 70k - 84k per year. Apply through Clera to learn more about the full compensation details.
What does a Customer Experience Specialist (CXS) do at Alma?
As a Customer Experience Specialist (CXS) at Alma, you will: the Customer Experience Specialist resolves moderate to high complexity customer inquiries related to the Alma product and health insurance. They take ownership of escalated tickets, collaborate cross-functionally, and ensure accurate documentation..
Is the Customer Experience Specialist (CXS) position at Alma remote?
The Customer Experience Specialist (CXS) position at Alma is based in Angle, Minnesota, United States. Contact the company through Clera for specific work arrangement details.
How do I apply for the Customer Experience Specialist (CXS) position at Alma?
You can apply for the Customer Experience Specialist (CXS) position at Almadirectly through Clera. Click the "Apply Now" button above to start your application. Clera's AI-powered platform will help match your profile with this opportunity and guide you through the application process.