Job Responsibilities : Hiring: Remote Customer Support Advocate (Fully Work from Home)
Salary : Competitive Salary
Company : 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.
Providing our customers immediate support via live-chat, email conversations, and personal phone interactions
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.
Representing the voice of the customer to help shape the future roadmap of the product.
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 the schedule/shift changes and possibly weekend coverage, and understanding of global customer support.
Bachelor’s degree or equivalent work experience preferred.
2-3 years of customer support experience through omnichannel: chat, phone, and email.
Excellent verbal and written communication skills, presentation skills, and organizational skills
Learn quickly, solve problems and make decisions with minimal supervision
Excellent people and communication skills.
High empathy and focus on building positive customer experience.
Strong communication skills, both verbal and written.
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 Spanish and English fluently
Benefits and Perks
Remote-first working environment
Medical, dental and vision insurance plans
Employee wellness program
Home Productivity program
Team building program
401(k) savings plan
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!