Customer Experience Specialist

About This Role

The Customer Experience Specialist (CXS) a specialized support role responsible for resolving moderate to high complexity customer inquiries related to the Alma product and health insurance. CXSs serve as subject matter experts in insurance and the Alma product, ensuring accurate and timely resolution of issues that go beyond general support.

Responsibilities

• 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.

Qualifications

• 2+ years of CX / support experience handling specialized, high-priority, or escalation queues in healthcare, fintech, or start-up environments.

Benefits