Forma

Senior Customer Support Advocate

Forma

full-time

Posted on:

Location Type: Remote

Location: United States

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Job Level

Senior

About the role

  • 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.
  • 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Product SupportCustomer SupportOmnichannel ServicesProblem SolvingDecision MakingB2B SaaSB2C SaaSVolume ManagementFluent English
Soft Skills
EmpathyCommunication SkillsPresentation SkillsOrganizational SkillsTeam OrientationSelf-MotivationAdaptabilityFlexibilityPatienceIntegrity