Resolve Tier 2 (and some Tier 3) support tickets with product and insurance knowledge.
Escalation point for CX Associates, providing guidance and taking ownership.
Collaborate cross-functionally to surface issues and drive resolutions.
Develop subject-matter expertise on Alma’s insurance processes and tooling.
Ensure ticket accuracy and thorough, audit-ready documentation.

🎯 Requirements

2+ years in CX/support handling escalations in healthcare/fintech/startups
Experience in high-volume live support (chat/phone) plus email
Queue management, SLA prioritization, multitasking
Navigate complex workflows; investigate ambiguous cases
Empathetic, clear responses; accurate documentation
Strong de-escalation and conflict management under pressure

🎁 Benefits

Remote-first company
Health insurance through Aetna/MetLife
401K plan (ADP)
Monthly therapy and wellness stipends
Monthly work-from-home stipend
Comprehensive parental leave and flexible PTO

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