Senior Customer Support Advocate

Forma

8d•Remote

About The Position

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.

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.

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.