[Hiring] Customer Support Advocate @Forma

Role Description

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.

• Provide timely, high-quality support to our members across multiple channels including live chat, messaging, email, ticketing, social media, and phone.
• Leverage a strong understanding of Forma’s internal tools and knowledge resources to quickly diagnose issues and deliver accurate resolutions.
• Guide members with thoughtful recommendations using your deep knowledge of Forma’s products and services.
• Represent the voice of the customer by identifying trends, sharing insights, and surfacing opportunities that inform product improvements and roadmap decisions.
• Proactively identify potential issues, process gaps, or recurring member challenges and escalate or recommend solutions to improve the overall member experience.
• Maintain clear, efficient communication across member touchpoints, ensuring members feel informed, supported, and confident while using our platform.
• Demonstrate patience, empathy, and professionalism in every interaction, assuming positive intent and working to create a positive support experience.
• Collaborate with teammates and cross-functional partners on projects and initiatives that improve support processes, documentation, and the member journey.
• Manage priorities effectively in a fast-paced environment while balancing individual performance metrics and team goals.
• Act as an authentic Forma ambassador, representing the company’s values in both internal collaboration and external member interactions.
• Adapt to evolving priorities, tools, and processes in a growing global support environment.
• Maintain flexibility with scheduling, including potential shift changes or weekend coverage to support our global member base.

Qualifications

• 2+ years of experience in customer or product support within an omnichannel environment (chat, phone, email, and ticketing).
• 1+ years of experience supporting a B2B and/or B2C SaaS product.
• Strong problem-solving skills with the ability to learn quickly, navigate ambiguity, and make sound decisions with minimal supervision.
• Highly proactive mindset with a natural inclination to identify improvements, anticipate needs, and take initiative.
• Adaptable and resilient in dynamic environments; able to adjust priorities and approaches as situations evolve.
• Exceptional written and verbal communication skills, with the ability to explain complex information clearly and empathetically.
• Strong organizational skills and attention to detail when managing high-volume workloads.
• Team-oriented mindset that values collaboration, shared ownership, and collective success.
• Self-driven with a desire for continuous learning, growth, and professional development.
• Experience with support platforms such as Intercom and Zendesk.
• Fluency in English.

Benefits

• Remote-first working environment
• MacBook
• $100 USD/mo - BeWell funds
• $300 USD - One time subsidy to build your home office
• $2000 USD/year - BeHealthy funds