Forma · 10 hours ago
Senior Customer Support Advocate
United States
Full-time
Remote
Mid, Senior Level
2+ years expForma is a company dedicated to revolutionizing the employee benefits market by providing flexible benefits software. The Senior Customer Support Advocate will be responsible for delivering exceptional customer support through various channels while representing the voice of the customer to improve the product experience.
Employee BenefitsEnterprise SoftwareHealth CareWellness
Responsibilities
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
Qualification
Required
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
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 fluently
Benefits
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
Company
Forma
Forma is a modern-day benefits platform that gives employees the freedom to choose health and wellness options that are right for them.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$57.62MKey Investors
Ribbit CapitalEmergence CapitalStripe
2022-03-08Series B· $40M
2020-11-01Series A· $15M
2019-09-01Seed· $2.5M
Leadership Team
Sam Keninger
SVP of Marketing
Recent News
Company data provided by crunchbase