Customer Experience Specialist – CXS
Alma
full-time
Posted on:
Location Type: Remote
Location: United States
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Salary
💰 $70,000 - $84,000 per year
About the role
- Resolve Tier 2 (and some Tier 3) Support Tickets: Handle specialized tickets requiring deeper product, insurance, workflow knowledge, or cross-functional support to resolve.
- Escalation Point for CX Associates: 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.
- Collaborate on Workflow Improvements: Partner with Leadership and Ops Program Managers to surface recurring issues, identify workflow gaps, and recommend process improvements.
- Maintain Subject Matter Expertise: Develop and sustain deep knowledge of Alma’s insurance processes, product, and tooling to ensure accurate case handling.
- Ensure Ticket Accuracy & Documentation: Provide clear, detailed, and accurate documentation for each case to ensure seamless handoffs and auditability.
Requirements
- 2+ years of CX / support experience handling specialized, high-priority, or escalation queues in healthcare, fintech, or start-up environments.
- Experience supporting customers in high volume live support channels (chat or phone) in addition to email.
- Queue management, SLA prioritization, real-time navigation and multitasking across systems and tickets, and case triage judgment.
- Strong ability to navigate complex workflows, investigate ambiguous cases, and persist through blockers.
- Empathetic, clear and concise responses and accurate documentation of case handling.
- Strong de-escalation and conflict management skills — and an ability to operate with efficiency and clarity under pressure.
Benefits
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Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
case triagequeue managementSLA prioritizationworkflow knowledgeticket resolutiondocumentation accuracymultitaskinglive support channelsproduct knowledgeinsurance processes
Soft Skills
empathyclear communicationconflict managementde-escalationproblem-solvingcollaborationattention to detailadaptabilityresilience under pressurecritical thinking