Customer Experience Specialist (CXS)

Customer Experience Specialist

The Customer Experience Specialist (CXS) is 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. They take full ownership of tickets escalated from CX Associates (CXAs), collaborate cross-functionally to drive resolution, and proactively flag systemic issues through established processes.

This role is execution-focused — ideal candidates will thrive in production environments where efficiency and accuracy matter. Specialists will consistently meet efficiency goals while maintaining high-quality customer experiences, delivering depth and consistency at scale.

What you’ll do:

• 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.

Who you are:

• 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:

• We’re a remote-first company

• Health insurance plans through Aetna (medical and dental) and MetLife (vision), including FSA and HSA plans

• 401K plan (ADP)

• Monthly therapy and wellness stipends

• Monthly co-working space membership stipend

• Monthly work-from-home stipend

• Financial wellness benefits through Northstar

• Pet discount program through United Pet Care

• Financial perks and rewards through BenefitHub

• EAP access through Aetna

• One-time home office stipend to set up your home office

• Comprehensive parental leave plans

• 12 paid holidays and 1 Alma Give Back Day

• Flexible PTO 

Salary Band: $70,000 - $84,000

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.