Resolve Tier 2 (and some Tier 3) support tickets requiring deeper product/insurance knowledge.
Escalation point for CX Associates; take over cases when needed.
Collaborate on workflow improvements with Leadership and Ops PMs.
Maintain subject matter expertise on Alma's insurance processes.
Ensure ticket accuracy and documentation for handoffs and audits.

🎯 Requirements

2+ years of CX/support experience in healthcare, fintech, or startups.
Experience handling live support across chat, phone, and email.
Queue management, SLA prioritization, real-time navigation.
Navigate complex workflows; investigate ambiguous cases; persist blockers.
Empathetic, clear responses and accurate case documentation.
Strong de-escalation and conflict management under pressure.

🎁 Benefits

Remote-first company.
Health and dental insurance; FSA and HSA.
401K plan with company match.
Monthly therapy and wellness stipends.
One-time home office stipend.
12 paid holidays and flexible PTO.

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