Customer Support Representative

About Forma

The employee benefits landscape needs a reset. Companies invest millions annually in benefits that employees neither value nor use regularly. Forma, founded in 2017, set out to challenge this one-size-fits-all approach.

Forma's global lifestyle benefits platform enables companies to offer competitive packages while reducing costs and inefficiencies. While giving employees more choice and flexibility in spending their benefit allowances, the Forma platform saves HR, total rewards, and benefits professionals countless hours they would have spent managing and supporting multiple point solutions.

With Forma, companies can choose from a suite of products, including Lifestyle Spending Accounts, Health Savings Accounts, Health Reimbursement Arrangements, Flexible Spending Accounts, and more. These products allow companies to design and deliver customized benefits programs through a single platform. Employees can then spend account funds in three ways: The Forma Store, The Forma Visa Card, or claim reimbursement.

Forma has helped hundreds of renowned companies, including Stripe, UKG, lululemon, and Tripadvisor, to design equitable, scalable, and flexible benefits programs for nearly 1 million employees worldwide.

Forma is backed by Emergence Capital and Ribbit Capital. We have received numerous awards for our exponential growth, 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.

You Will

• Provide timely, high-quality support to our members across multiple channels including live chat, messaging, email, ticketing, social media, and phone.

• Leverage a strong understanding of Forma’s internal tools and knowledge resources to quickly diagnose issues and deliver accurate resolutions.

• Guide members with thoughtful recommendations using your deep knowledge of Forma’s products and services.

• Represent the voice of the customer by identifying trends, sharing insights, and surfacing opportunities that inform product improvements and roadmap decisions.

• Proactively identify potential issues, process gaps, or recurring member challenges and escalate or recommend solutions to improve the overall member experience.

• Maintain clear, efficient communication across member touchpoints, ensuring members feel informed, supported, and confident while using our platform.

• Demonstrate patience, empathy, and professionalism in every interaction, assuming positive intent and working to create a positive support experience.

• Collaborate with teammates and cross-functional partners on projects and initiatives that improve support processes, documentation, and the member journey.

• Manage priorities effectively in a fast-paced environment while balancing individual performance metrics and team goals.

• Act as an authentic Forma ambassador, representing the company’s values in both internal collaboration and external member interactions.

• Adapt to evolving priorities, tools, and processes in a growing global support environment.

• Maintain flexibility with scheduling, including potential shift changes or weekend coverage to support our global member base.

Preferred Skills

• 2+ years of experience in customer or product support within an omnichannel environment (chat, phone, email, and ticketing).

• 1+ years of experience supporting a B2B and/or B2C SaaS product.

• Strong problem-solving skills with the ability to learn quickly, navigate ambiguity, and make sound decisions with minimal supervision.

• Highly proactive mindset with a natural inclination to identify improvements, anticipate needs, and take initiative.

• Adaptable and resilient in dynamic environments; able to adjust priorities and approaches as situations evolve.

• Exceptional written and verbal communication skills, with the ability to explain complex information clearly and empathetically.

• Strong organizational skills and attention to detail when managing high-volume workloads.

• Team-oriented mindset that values collaboration, shared ownership, and collective success.

• Self-driven with a desire for continuous learning, growth, and professional development.

• Experience with support platforms such as Intercom and Zendesk.

• Fluency in English.

Benefits And Perks

• Remote-first working environment

• MacBook

• $100 USD/mo - BeWell funds

• $300 USD - One time subsidy to build your home office

• $2000 USD/year - BeHealthy funds

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!