Senior Copywriter, Customer Experience | Alma |...

100% Remote Full-time Open now

Senior Copywriter, Customer Experience

As a Senior Copywriter on the Customer Experience (CX) team, your role will be to write communications that are complex, delicate, and/or time-sensitive for Alma members.

You will be owning end-to-end management of communication requests to support CX and Operations initiatives and escalations. Your scope will include setting timelines for deliverables, aligning on key messaging, drafting copy, and managing stakeholder sign-off.

Partnering with Alma’s Marketing team, you will apply Alma’s brand voice to educate mental healthcare providers and clients on a range of nuanced situations arising from our healthcare environment. You will also work closely with the Customer Support team to ensure that we are delivering accurate and actionable information.

What You’ll Do

In coordination with the Senior Enablement Manager, manage processes for intake and triage of emergency communication requests from internal Alma teams.

Create systems to oversee emergency communications from end to end, ensuring accuracy of messaging, clarity of action items for stakeholders, and timeliness of communications delivery to providers and clients.

Monitor responses to email sends with the Support and Success teams and report out on audience sentiment and feedback trends to stakeholders.

Follow up on metrics for success for individual communications, evaluate whether providers and clients are taking the recommended actions, and apply learnings from this data to improve future messaging strategies.

Own (and evolve) the Alma CX Style Guide for Emergency Communications.

Who You Are

You have 3-5 years of copywriting experience, in a complex and nuanced field such as healthcare or compliance.

You have expertise in presenting highly technical subject matter in an engaging, accessible voice. You know how to break down tough concepts with clear action items and without jargon.

You have strong analytical skills and can determine and are comfortable generating actionable insights from a range of data sources. You can break down complex issues into structured frameworks to rally stakeholders and your team to take action.

You are actively comfortable with tech, often an early adopter, and have extensive experience with CRM tools. Experience with Zendesk, Iterable, and/or Marketo is a plus.

You’re a driven self-starter with a strong knowledge of project management processes and practices.

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 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: $100,000 – $125,000

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.

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Senior Copywriter, Customer Experience | Alma |...