Senior Copywriter, Customer Experience

Job Description

• 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.

Qualifications

• 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 plans • 401K 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