Customer Experience Systems Administrator

February 28

Alma

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Description

• As the Customer Experience (CX) Systems Administrator at Alma, you will create, optimize, and innovate the way the CX team works. • Reporting directly to the Senior Director of Customer Experience, you will be designing systems and finding new, optimized ways to work and scale the CX department. • You will work cross-functionally with IT, Product, Engineering, and Operations to drive efficiencies, eliminate pain points, and deliver innovative solutions. • Building the systems and tools to deliver a quality experience will require sharp operational skill sets, a curious mind, and a passion for finding creative solutions to new challenges.

Requirements

• You have 2-4 years of Zendesk administrator experience with in-depth knowledge of Support, Guide, and Explore, including API/App Integrations. • You have 4-6 years working on a CX or Operations team with experience creating and optimizing workflows. • You have experience working cross-functionally with IT, Product, Data, and Operations teams. • You have extensive experience with CRM tools and CX or Operational metrics and processes. • You are driven and a self-starter with a strong understanding of project management processes and practices, and have exceptional writing and documentation skills. • You have cultural humility, can build relationships across differences, and have excellent communication skills.

Benefits

• We’re a remote-first company • Health insurance plans through Cigna (medical and dental) and MetLife (vision), including FSA & HSA plans • 401k plan (Roth and traditional) • Free Alma platform access • Monthly therapy and wellness stipends • Monthly co-working space membership stipend • Monthly work-from-home stipend to power your wifi, lunches, coffee, etc • Pet discount program through United Pet Care • Financial perks and rewards through BenefitHub • Free EAP access through LifeWorks • One-time home office stipend to set up your home office • Comprehensive parental leave plans • 9 paid holidays, 1 Alma Mental Health Day, and 1 Alma Volunteering Day • Flexible PTO • Salary Band: $100,000-$125,000