Customer Experience Systems Administrator

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.
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Customer Experience Systems Administrator
As the Customer Experience (CX) Systems Administrator at Alma, you will create, optimize, and innovate the way the CX team works. Reporting directly to the Senior Director of Customer Experience, you will be designing systems and finding new, optimized ways to work and scale the CX department. You will work cross-functionally with IT, Product, Engineering, and Operations to drive efficiencies, eliminate pain points, and deliver innovative solutions. We are looking for someone strategic, efficient, and empathetic.
Our CX function is like no other- insurance, especially mental health benefits, is complex. Building the systems and tools to deliver a quality experience will require sharp operational skill sets, a curious mind, and a passion for finding creative solutions to new challenges.
What you'll do:

• Own CX-tooling; stay up-to-date on industry trends and make the most of our tech stack.
• Translate business requirements into Zendesk workflows (triggers, automations, and integrations).
• Work closely with the IT, Data, Product, and Operations teams to analyze and measure the operational impact of our tools and workflows.
• Listen to and work closely with members of the CX team to inform the prioritization of work and help make resourcing and prioritization tradeoffs in service of our customers and our team goals.

Who you are:

• You have 2-4 years of Zendesk administrator experience with in-depth knowledge of Support, Guide, and Explore, including API/App Integrations.
• You have 4-6 years working on a CX or Operations team with experience creating and optimizing workflows.
• You have experience working cross-functionally with IT, Product, Data, and Operations teams.
• You have extensive experience with CRM tools and CX or Operational metrics and processes.
• You are driven and a self-starter with a strong understanding of project management processes and practices, and have exceptional writing and documentation skills.
• You have cultural humility, can build relationships across differences, and have excellent communication skills.

Benefits

• We're a remote-first company
• Health insurance plans through Cigna (medical and dental) and MetLife (vision), including FSA & HSA plans
• 401k plan (Roth and traditional)
• Free Alma platform access
• Monthly therapy and wellness stipends
• Monthly co-working space membership stipend
• Monthly work-from-home stipend to power your wifi, lunches, coffee, etc
• Pet discount program through United Pet Care
• Financial perks and rewards through BenefitHub
• Free EAP access through LifeWorks
• One-time home office stipend to set up your home office
• Comprehensive parental leave plans
• 9 paid holidays, 1 Alma Mental Health Day, and 1 Alma Volunteering Day
• Flexible PTO

Salary Band: $100,000-$125,000
Alma's compensation philosophy is driven by our company value of building equity. To best ensure pay equity, we typically bring in new hires near the middle of our listed salary bands and we do not negotiate our compensation (i.e. all people hired at the same level & role are brought in at the same salary, equity, and benefits). The recruiter you work with can provide more details on our philosophy.
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.