Manager of Customer Support, Forma
A modern-day benefits platform
Posted today
A modern-day benefits platform
201-500 employees
Posted today
201-500 employees
Company mission
To give every employee the ability to integrate work and life seamlessly.
Role
Who you are
- 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
- 4+ years in a customer support or customer experience leadership role
- A strong track record of building and scaling support teams
- Experience designing and delivering training programs
- Excellent communicator with a collaborative mindset
- Comfort working across technical and non-technical teams
- Data-driven decision-maker with a passion for systems and process improvement
- Familiarity with support platforms (Zendesk preferred)
- Intermediate understanding of AI tools
What the job involves
- 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!
- 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 will report directly to the Director of Customer Support
- Help improve onboarding, training, and ongoing development programs for our support team
- Mentor and coach team members—investing in their growth and success
- Drive a culture of learning, feedback, and support excellence
- Help partner with Product and Engineering to surface customer insights and prioritize roadmap needs
- Work with all CX teams, and beyond, to create and align support processes with company goals
- Analyze workflows, ticket trends, and performance metrics to identify opportunities for automation and optimization
- Establish and refine processes that drive consistency, quality, and speed across all support channels
- Enhance tools and systems that reduce manual work and enhance agent productivity
- Collaborate with internal teams to test, train, and optimize AI-driven support tools (e.g., chatbots, automated triage, knowledge surfacing)
- Provide real-world feedback on AI performance and guide iteration cycles
- Champion ethical, effective use of AI that enhances—not replaces—human support
Our take
Forma is looking to reimagine the employee benefits model. The company helps HR departments select the right benefits, and by leveraging its vendor network, also offer these at a more affordable cost. Forma then also helps employees make smarter, more transparent decisions regarding their health and wellness work benefits.
With generations X and Z dominating the workforce, benefits expectations are rapidly changing. Add to that the upheaval of employee expectations precipitated by the switch to hybrid workforces, and many HR departments have struggled to keep pace with the rate of change. Unused benefits, and enquiries from under-informed employees, eat up both time and resources that undermine the efficiency and credibility of a businesses’ benefits program. Therefore, Forma's solution to this should be appealing for employers and employees alike.
Testament to the efficacy of its model, Forma was only founded in 2017 as Twic, and already boasts the likes of Zoom, Stripe, and DataDog among its customers. With the nature of modern workforces still in flux, Forma look well-placed to be catering to an adaptive, demanding new benefits landscape.
Steph
Company Specialist at Welcome to the Jungle
Insights
-4% employee growth in 12 months
Company
Funding (1 round)
Mar 2022
$40m
SERIES B
Total funding: $40m
Company benefits
- Remote Friendly
- Health Care
- Flexible PTO
- Parental Leave
- Lifestyle Stipend
- Team Building Stipend
- Productivity Stipend
- Career Opportunities
Company HQ
Civic Center, San Francisco, CA
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