Customer Experience Specialist (CXS)

📋 Description

• Resolve Tier 2/3 support tickets with product and insurance knowledge.
• Serve as first escalation point for CX Associates and take over complex cases.
• Collaborate on workflow improvements with Leadership and Ops to fix gaps.
• Maintain SME on Alma’s insurance processes, product, and tooling.
• Ensure ticket accuracy and documentation for seamless handoffs.

🎯 Requirements

• 2+ years of CX / support experience in healthcare, fintech, or startups.
• Experience supporting customers in high-volume live channels (chat, phone) plus email.
• Queue management, SLA prioritization, multitasking across systems and tickets.
• Ability to navigate complex workflows and investigate ambiguous cases.
• Empathetic, clear and concise responses and accurate case documentation.
• Strong de-escalation and conflict-management skills.

🎁 Benefits

• We’re a remote-first company.
• Health insurance through Aetna and MetLife, including FSA/HSA.
• 401K plan with company matching.
• Monthly therapy and wellness stipends.
• Monthly work-from-home stipend and co-working space allowance.
• Flexible PTO.