Manager, Customer Support

About 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

Forma is looking for a Manager, Customer Support to lead a group of world-class Customer Experience team members. 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.

Our ideal candidate is a data driven leader who is not afraid to jump in and support their team.  As the Manager, Customer Support, you will manage and scale a team that creates a positive experience and represents the voice of our members.  This role can be based anywhere in the US and will report directly to the Director, Customer Support.

You Will

• Manage a team(s) of Customer Support Advocates (CSAs) by providing coaching and career development opportunities

• Ensure that CSAs are tracking on their OKRs/KPIs, and by planning optimal resource allocation across all accounts

• Provide feedback to individual contributors that helps them maximize their potential and their results

• Establish and maintain monthly and quarterly performance goals for your direct reports

• Understand team dynamics both internally and externally when interfacing with customers

• Coordinate, communicate, lead cross-functional efforts around escalations and engineering needs for your customers

• Create written and video content for both internal and external uses to train and educate users on the platform and best practices; as well as team education on skills and new tools.

• Manage customer escalations and collaborate with internal teams to ensure customer success

• Drive optimizations and scalable processes to ensure a consistent member experience

• Help with the interview process for CSAs (individual contributors)

• Develop recognition programs to celebrate CSA accomplishments 

• Work closely with Customer Success and Sales teams to conduct in depth business reviews

• Collaborate within immediate teams, or other business verticals for cross-team projects and initiatives to drive and enhance the member experience.

• Orchestrate efficient and optimal communication across varying member touch points with our platform.

Preferred Skills

• Be a proven people manager who builds individual capabilities and teams through effective employee development, involvement, communication and mentoring.

• 3+ years of experience of customer support, SaaS and startup experience a plus

• 1+ years of management experience

• Ability to multitask in high stress environments

• Experience using Zendesk or similar, Linear, Slack

• Knowledge of AI tools and capabilities

• Excellent verbal and written communication skills, presentation skills, and organizational skills

• Have industry knowledge and understanding of GDPR compliance

• Ability to understand the end-to-end impact to the Forma teams, our clients/members and our CSAs when making strategic decisions on programs and initiatives, a huge plus!

• Love of problem-solving, able to assess all options quickly before making a decision

• Ability to be flexible to the schedule/shift changes and possibly weekend coverage, and understanding of what global member support entails.

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!