Careers
Listen closer. Dig deeper. Work collaboratively.
Body


We are looking for problem-solvers with heart and tenacity.


Current Openings


Alluma employees dig deep into how our clients work and the challenges faced by the people they serve, so we can streamline complicated processes and design smart solutions that work better for everyone. At Alluma, every employee has a role in ensuring that nobody falls through the cracks.




OUR TRUTHS


It’s more than just code.

Technology is just a tool. It’s really our mission, experience, and problem-solving methods that set us apart. We know that technology solutions must consider a person’s whole experience. Behind each line of code is our sole focus: to make people’s lives better.


Clients are the heroes.

The staff and administrators working tirelessly to help their communities inspire us to go farther, dig deeper, and listen closer. We believe in true partnership. We strive to do our best for our clients, deliver what they need, and anticipate opportunities to do more. We believe in going the extra mile.

A family is waiting.

Too many people fall through the cracks in the complex system of help in this country. The urgency to make the process faster, easier, and more dignified has never been more important.  Long waits for help can literally mean life or death. Sustainable change doesn’t happen overnight, but taking action today makes a real difference in people’s lives.


All people can need help.

We believe all of us can find ourselves in need of help at some point in our lives. There is no “them” vs. “us.” We all want a beautiful life, and we all face challenges.




OUR APPEAL



As a social worker, community organizer, and alumnus of the social safety net, I’ve seen the good, the bad, and the ugly side of government services. The opportunity to leverage these personal and professional experiences within an organization actively reimagining the way beneficiaries experience health and human services, was a perfect fit for me.
- Policy Analyst


The chance to build a new thing — to innovate — inside a strong company with a bold mission was very attractive, along with the challenges that brings.
- Data Officer

I am a firm believer and advocate that innovation has to lead to better experiences, it has to solve the critical fundamental problem, remove barriers, and elevate people.
- General Manager


I've worked with people/families who had been denied or discontinued [benefits] for various reasons. I wanted to be part of the solution and part of the team behind the scenes working to find opportunities for improvement versus finding the problems after the fact — after a client had already been without coverage.
— Implementation Specialist






OUR BENEFITS

Allumineers...


… enjoy paid time off, take time to experience 17 paid holidays, and deepen their knowledge of the communities they serve with 8 hours of volunteer time off.

...receive a comprehensive healthcare package which includes medical, dental and vision, 100% premium coverage for individuals (75% for families), and a $35 gym subsidy.

...build for their future with our retirement plan (403b and Roth 403b)—with Alluma matching up to 3.5%





OUR OPENINGS



Position:


As the Customer Product specialist, you will act as the “hub” or central point of contact for the issues related to our platform. You will be invested in understanding our customers and our internal processes and products, as well as understanding interdependencies and data flows. In this role, you will create & prioritize tickets, work with internal and external teams to ensure resolution, create runbooks and document written resources for reference, and synthesize issues/trends in order to identify gaps/opportunities for improvements. You will be working closely with the Customer Success, Growth, Engineering/Product, and Delivery teams resolving customer queries, recommending solutions and guiding product users through features and functionalities. 


Essential Duties & Summary of Responsibilities:

  • Respond to customer queries in a timely and accurate way, via phone, email or chat
  • Ability to manage and deescalate difficult situations while setting and maintaining customer expectations
  • Understand and Identify customer needs and help customers use specific features and product capabilities
  • Ability to evaluate and troubleshoot software technical issues, as well as replicate and document for further escalation if necessary
  • Provide Client Support by actively and urgently seeking to resolve ticket issues by producing tested fixes and continually communicating with clients
  • Work cross-functionally with Product/Engineering and Customer success with escalated customer issues
  • Update our internal systems with information about technical issues and useful discussions with customers
  • Develop, identify and recommend process or system improvements or re-engineering/elimination (proactive and reactive) 
  • Collaborate with other team Product Support Specialists to achieve faster, more efficient responses to and resolution of trouble tickets
  • Contribute to the Product Support team by owning specific tasks, including but not limited to, documentation, job aids, cross-training, special projects

Qualifications Requirements (Knowledge, Skills, Abilities):   

  • Demonstrated ability to be client facing, high sense of urgency, can act nimbly and pivot with changing client priorities
  • Experience handling escalated customer issues and working under pressure
  • Ability to put clients at ease, assuring them that issues can be resolved and leaving them feeling positive about their interactions with Alluma
  • Ability to think strategically about, assess, and analyze trouble tickets when they arise in order to come to the best possible resolution
  • Demonstrated critical problem-solving skills capabilities including: active listening, analysis, research, communication, decision-making, creativity, ability to implement, organization, attention to detail, ability to prioritize
  • Demonstrated experience working on teams and independently


Education/Training Requirements:

  • Bachelor’s degree or related work experience
  • 2-4 years of experience in a support role
  • Familiarity in public health, safety-net and social services programs, as well as Information and Referral services a plus, but not a requirement


Apply Now


Alluma is an Equal Opportunity Employer.

In keeping with our beliefs and goals, no employee or applicant will face discrimination/harassment based on race, color, ancestry, national origin, religion, age, gender, marital domestic partner status, sexual orientation, gender identity, disability status, or veteran status. Above and beyond discrimination/harassment based on “protected categories,” Alluma also strives to prevent other, subtler forms of inappropriate behavior (e.g., stereotyping) from ever gaining a foothold in our office. Whether blatant or hidden, barriers to success have no place at Alluma.