Senior Associate, Community Hub

Alma is seeking a mission-centric Senior Associate to join our Community team. In this role, you'll be integral to providing comprehensive support to Alma providers, offering guidance, and instruction through the Community Hub platform. You will be responsible for leading and moderating the Hub, addressing critical issues, and triaging community-related needs across the organization. You'll actively engage with community super users, curate engaging content, and work cross-functionally to create a stellar customer experience. 

What You’ll Do

• Assist Alma providers in advising, guiding, and instructing users via the Community Hub.
• Moderate the Community Hub, escalating business-critical complaints, bugs, or feedback as necessary, and triage issues that are required from others across the organization.
• Identify and engage with community advocates and super users.
• Craft Community Hub content that increases provider engagement in the hub, addressing common (or ad-hoc) issues, feature and event announcements, and general product education. 
• Collaborate with Customer Experience, Product Marketing, and Lifecycle Marketing teams to identify content opportunities, and provide consistent messaging across Alma touchpoints
• Learn all of Alma’s systems, product lines, and brand to efficiently work through day-to-day customer operations and embody the Alma brand.
• Be the voice of the customer, and work cross-functionally to improve the customer experience across all touch points.
• Identify opportunities to improve process workflow efficiency, propose solutions, and accurately execute.
• Assist with monthly reporting, dashboards, and audits.

Who You Are

• You have 1-3 years of experience working in customer experience/support, community, or service-oriented roles.
• You have a ‘human-first’ mentality and can build rapport with teammates and Alma members.
• You have excellent written, verbal, and communication skills.
• You have used data before to identify themes, metrics, and trends to increase engagement. 
• You are highly organized with an acute attention to detail.
• You are determined, comfortable with change, and learning new skills.
• You are a driven, creative thinker and problem solver; you’re always exploring how to make something even better or work through issues that require on-the-fly prioritization.
• You may have experience working at a startup or fast-paced work environment. 
• You appreciate and can engage with consistent feedback.
• You have a deep passion for our mission and the future of mental health.

Benefits:

• We’re a remote-first company
• Health insurance plans through Cigna (medical and dental) and MetLife (vision), including FSA and HSA plans401K plan (Roth and traditional)
• 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 Cigna
• One-time home office stipend to set up your home office
• Comprehensive parental leave plans
• 11 paid holidays, 1 Alma Mental Health Day, and 1 Alma Volunteering Day
• Flexible PTO 

Salary Band: $60,000-$100,000

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.