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.
Requirements
- 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.
- Ability to speak English fluently.
Nice to Have
- Experience in Intercom and Zendesk.
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
Additional Information
- Ability to be flexible to schedule/shift changes including weekend coverage, and understanding of global customer support.
