Forma is looking for a Senior Customer Support Advocate to provide high-quality support across multiple channels and represent the voice of the customer within the company. You will play a key role in shaping the member experience and contributing to the product roadmap.
What You'll Do
- Provide immediate support via live-chat, messaging, email, ticketing, social media, and phones.
- Leverage internal tools to address user concerns quickly and accurately.
- Make tailored recommendations for members using deep product knowledge.
- Represent the voice of the customer to influence the product's future direction.
- Proactively orchestrate efficient communication across all member touch points.
- Champion patience and empathy in every user interaction.
- Collaborate with immediate teams and other business verticals on cross-team projects.
- Align with results-based performance and understand key performance indicators.
- Act as an authentic ambassador for Forma in both internal and external communications.
- Be flexible with schedule changes, including weekend coverage, to support a global customer base.
What We're Looking For
- Ability to speak English fluently.
Nice to Have
- 2+ years of experience in omnichannel Product or Customer Support (chat, phone, email).
- 1+ years of experience at a B2B or B2C SaaS company.
- Ability to learn quickly, solve problems, and make decisions with minimal supervision.
- High empathy and a focus on building positive customer experiences.
- Excellent verbal and written communication skills.
- Strong presentation and organizational skills.
- Team-oriented mindset focused on achieving team goals through collaboration.
- Self-motivated for growth and learning, with the ability to step outside your comfort zone.
- Adaptability and flexibility to tackle challenges with an open mentality.
- Patience, empathy, and integrity that align with Forma's core values.
- Organized and efficient when handling volume-inclined workloads.
- Experience using Intercom and Zendesk.
Technical Stack
- Intercom
- Zendesk
Team & Environment
You will join the Customer Support Team at Forma.
Benefits & Compensation
- Remote-first working environment.
- Employee wellness program.
- Home Productivity program.
- Team building program.
- Flexible PTO policy.
- 12 weeks of Parental Leave, plus an additional 4 weeks for the birthing parent.
Work Mode
This role supports a global customer base.
At Forma, we value diversity and treat all employees and applicants based on merit, qualifications, competence, and talent. We welcome diverse perspectives and people who think rigorously.
