Job Description
Member Experience Advocate
About Forma
Forma (formerly Twic) is a life benefits platform that helps modern companies design and scale flexible, global benefits programs with options that fit employee’s lives, from health and wellbeing to lifestyle programs and beyond. With flexible benefits that are delightful, distinct, and designed to support people’s wellbeing, Forma has helped companies like Stripe, Zoom, Allbirds, and Twitch design and deliver flexible, inclusive benefits programs to their workforce in a modern way.
We pride ourselves on creating a company where people love to work. Home to a growing team of bright mindsfrom engineers and executives to artists and technologists, our work is shaped by a myriad of passions and perspectives. Together, we’re building better benefits that work for everyone.
As a remote-first company, our distributed team is located worldwide and growing fast! We’ve tripled in size over the past year. Our team is always looking for new perspectives to help us build the future of flexible benefits. Now is a great time to join Forma!
About the Role
We’re looking for a friendly, patient, and kind-hearted person to join our world-class Member Experience 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 our customers immediate support via live-chat, email conversations, and personal phone interactions.
- Leverage your deep understanding of our Internal Support Portal to address our members’ 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.
- Orchestrate efficient and optimal communication across varying member touch points with our platform.
- Champion patience and empathy when engaging with users, coming from a desire to support them with their positive intentions.
- Collaborate within immediate teams, or other business verticals for cross-team projects and initiatives to drive and enhance the member experience.
- Align with results-based performance; deeply understands prioritizing key performance indicators as an individual and as a team.
- Be an authentic Forma Ambassador, fully-equipped to represent Forma across both internal team communications and external member engagement.
- Have the ability to be flexible to the schedule/shift changes and possibly weekend coverage, and understanding of global member support.
Preferred Skills
- Bachelor’s degree or equivalent work experience preferred.
- 2-3 years of customer support experience through omnichannel: chat, phone, and email.
- Excellent verbal and written communication skills, presentation skills, and organizational skills.
- Learn quickly, solve problems and make decisions with minimal supervision.
- Excellent people and communication skills.
- High empathy and focus on building positive customer experience.
- Strong communication skills, both verbal and written.
- 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 employee benefits is a big plus!
Benefits and Perks
- Remote-first working environment
- MacBook
- $200 USD/mo – BeWell funds
- $30 USD/mo – BeConnected funds
- $300 USD – One time subsidy to build your home office
- $1000 USD/year – Health Examination
- Company retreat once a year (mostly in the US)