Customer Support Advocate

About Forma

The market for employee benefits is broken. Companies spend millions annually on employee benefits that employees neither value nor regularly use. Founded in 2017, Forma set out to build a better model by challenging traditional one-size-fits-all approaches.

Forma’s flexible benefits software helps companies offer competitive benefits packages while reducing costs and inefficiencies, by giving employees more choice and flexibility in how they spend their benefit allowances. The platform also saves HR professionals countless hours managing and supporting various point solutions.

Using Forma, companies can select from a suite of products that include Lifestyle Spending Accounts, Health Spending Accounts, Health Reimbursement Arrangements, Flexible Spending Accounts, and more to design and deliver customized benefits programs–all through a single platform. Employees then have three choices to spend account funds: The Forma Store with discounted products and services, The Forma Visa Card, or claim reimbursement backed by Forma’s world-class member support team.

Forma has helped hundreds of the world’s most admired companies, including Stripe, Zoom, Lululemon, and Affirm, design and support flexible, inclusive benefits programs for nearly a million employees. And, we are seeing great success with 98% customer retention, 75 NPS, and 98 CSAT ratings from members.

Forma is backed by Emergence Capital and Ribbit Capital and has received numerous awards for its exponential growth, its software innovation, and as a “Great Place to Work.”

About The Role

We’re looking for a friendly, patient, and kind-hearted person to join our world-class Customer Support Team. And we absolutely mean it when we say world-class - 98% CSAT over the trailing 12 months! If you love helping people, making people smile, and care about people’s health and wellness, we’d love to meet you.

You Will

• Provide our customers immediate support via live-chat/messaging, email, ticketing, social media, and phones.

• Leverage your deep understanding of our Internal Support Portal to address our users’ concerns quickly and accurately.

• Make recommendations for members with your deep knowledge about Forma’s product.

• Represent the voice of the customer to help shape the future roadmap of the product.

• Proactively orchestrate efficient and optimal communication across varying member touch points with our platform.

• Champions patience and empathy when engaging with users, coming from a desire to support them with their positive intentions.

• Collaborates within immediate teams, or other business verticals for cross-team projects and initiatives to drive and enhance the member experience.

• Aligns with results-based performance; deeply understands prioritizing key performance indicators as an individual and as a team.

• Is an authentic Forma Ambassador, fully-equipped to represent Forma across both internal team communications and external member engagement.

• Ability to be flexible to schedule/shift changes including weekend coverage, and understanding of global customer support.

Preferred Skills

• 2+ years of experience in Product/Customer Support omnichannel services: chat, phone, and email.

• 1+ years of experience working at a B2B/B2C SaaS company.

• Learn quickly, solve problems and make decisions with minimal supervision.

• High empathy and focus on building positive customer experience.

• Excellent communication skills, both verbal and written.

• Strong presentation and organizational skills.

• Team-orientation; can deliver individual results through collaboration and with a team goal in mind.

• Self-motivation for growth and learning; can proactively put themself outside of their comfort zone.

• Adaptability and flexibility; can tackle blockers and challenges with an open mentality and "what-alternatives-do-I-have" demeanor.

• Patience, empathy and integrity to complement Forma’s core values.

• Organized and efficient, particularly when it comes to handling volume-inclined workloads.

• Experience in Intercom and Zendesk.

• Ability to speak English and Spanish fluently.

Benefits and Perks

• Remote-first working environment

• Employee wellness program

• Home Productivity program

• Team building program

• Flexible PTO policy

• 12 weeks Parental Leave + 4 additional weeks for the Birthing Parent

At Forma, we value diversity, and always treat all employees and job applicants based on merit, qualifications, competence, and talent. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Duties and responsibilities may not all be covered in the description, or may change over time at the discretion of Forma. You're encouraged to apply even if your experience doesn't precisely match the job description. Your skills and passion will stand out—and set you apart—especially if your career has taken some extraordinary twists and turns. At Forma, we welcome diverse perspectives, and people who think rigorously / aren't afraid to challenge assumptions. Join us!