Customer Experience Specialist

About This Role

This role is for a Customer Experience Specialist (CXS) at Alma, responsible for resolving complex customer inquiries related to the Alma product and health insurance. The CXS will act as a subject matter expert, taking full ownership of escalated tickets from CX Associates and collaborating cross-functionally to drive resolution, ensuring high-quality customer experiences at scale.

Responsibilities

• Resolve Tier 2 (and some Tier 3) Support Tickets requiring deeper product, insurance, or workflow knowledge
• Serve as the first line of escalation for CX Associates, providing support and taking over cases when necessary
• Partner with Leadership and Ops Program Managers to identify workflow gaps and recommend process improvements
• Maintain deep knowledge of Alma’s insurance processes, product, and tooling for accurate case handling
• 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

Qualifications

• 2+ years of CX / support experience

Skills

* Required skills

Benefits