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Remote Senior Manager, Customer Support at Forma

Forma, a leading software company revolutionizing employee benefits, is seeking a Manager, Customer Support. This role involves leading a top-notch customer experience team to ensure the best possible experience for our members. The role is remote and reports to the Director, Customer Support.
United States
Full Time

✅ Pros

  • 💼 Remote-first working environment
  • 🌟 Opportunity to lead a world-class team
  • 🚀 High impact role in a fast-growing company

⛔ Cons

  • 🕹️ High stress environment
  • ⏰ Possible weekend coverage
  • 🔄 Frequent schedule/shift changes

🔧 Skills

Experience in customer support
Management experience
Knowledge of AI tools and capabilities
Industry knowledge and understanding of GDPR compliance
Excellent verbal and written communication skills
Strong presentation and organizational skills
Effective employee development and mentoring skills
Problem-solving and decision-making skills

🗣️ Impact

As the Manager, Customer Support, you will be in the driver's seat of customer satisfaction and loyalty, directly impacting the company's success and growth. You'll also have the opportunity to scale a team and optimize processes, making a significant mark in the company's journey.

👉 Responsibilities

  • Manage a team of Customer Support Advocates, provide coaching and career development opportunities
  • Establish and maintain performance goals for your team
  • Handle customer escalations and collaborate with internal teams to ensure customer success
  • Work closely with other teams to conduct in-depth business reviews and enhance the member experience

🔍 Requirements

  • 3+ years of experience in customer support, SaaS and startup experience a plus
  • 1+ years of management experience
  • Ability to multitask in high stress environments and flexibility in schedule/shift changes

✨ Benefits

  • Medical, dental, and vision insurance plans
  • Employee wellness program
  • 401(k) savings plan
  • Flexible PTO policy

Application process

10 min
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