Senior Customer Support Advocate

📋 Description

• • As a Senior Customer Support Advocate at Forma, you will be at the forefront of delivering an exceptional experience to our valued members. You will be the primary point of contact, utilizing your expertise and compassionate approach to resolve inquiries and guide users through our innovative flexible benefits platform. This role is crucial in maintaining Forma's reputation for world-class customer support, evidenced by our outstanding 98% CSAT ratings. You'll be empowered to make a tangible impact, not only by solving immediate user needs but also by contributing to the continuous improvement of our product and services.
• • Your day-to-day will involve providing immediate, high-quality support to our diverse customer base through multiple channels, including live chat, email, ticketing systems, social media, and phone calls. This requires a proactive and responsive approach, ensuring that every interaction is efficient, accurate, and leaves the member feeling heard and supported.
• • A key aspect of this role is leveraging your deep understanding of Forma's Internal Support Portal. This knowledge will enable you to quickly and accurately address user concerns, troubleshoot issues, and provide clear, concise information. You'll become an expert in our platform's functionalities, ensuring members can maximize their benefits.
• • Beyond reactive support, you will actively make recommendations to members based on your comprehensive knowledge of Forma's product suite. This includes understanding their needs and guiding them towards the most suitable options within our flexible benefits offerings, such as Lifestyle Spending Accounts, Health Spending Accounts, Health Reimbursement Arrangements, and Flexible Spending Accounts.
• • You will serve as the vital 'voice of the customer,' channeling feedback and insights gathered from your interactions directly into shaping the future roadmap of Forma's product. Your observations will be instrumental in identifying areas for improvement and new feature development, ensuring our platform evolves to meet user needs.
• • Proactively orchestrating efficient and optimal communication across varying member touchpoints with our platform is a core responsibility. This involves anticipating potential issues, providing timely updates, and ensuring a seamless and integrated experience for every member, regardless of how they interact with Forma.
• • A fundamental requirement of this role is to champion patience and empathy in all user engagements. You will approach every interaction with a genuine desire to support users, understanding that their health and wellness goals are paramount. This compassionate approach is central to Forma's core values and our commitment to member success.
• • Collaboration is key. You will work closely with your immediate team members and potentially other business verticals on cross-team projects and initiatives. The goal is always to drive and enhance the overall member experience, fostering a unified approach to customer satisfaction.
• • You will align with results-based performance metrics, deeply understanding the importance of prioritizing key performance indicators (KPIs) both as an individual contributor and as part of a high-performing team. This focus on measurable outcomes ensures continuous improvement and sustained excellence.
• • As an authentic Forma Ambassador, you will be fully equipped to represent the company's values and mission across both internal team communications and external member engagement. This means embodying the Forma spirit in every interaction.
• • Flexibility in scheduling is essential, including the ability to adapt to shift changes and provide weekend coverage. This understanding of global customer support needs ensures we can meet our members wherever and whenever they need assistance.
• • You will be instrumental in helping members navigate the complexities of employee benefits, empowering them to make informed decisions that align with their personal and professional goals. This involves translating technical information into easily digestible advice and solutions.
• • By consistently delivering outstanding support, you will contribute directly to Forma's high customer retention rates and positive Net Promoter Score (NPS), reinforcing our position as a leader in the employee benefits market.
• • This role offers a unique opportunity to grow within a fast-paced, innovative company that is revolutionizing the benefits landscape. You'll gain exposure to cutting-edge technology and work alongside a passionate team dedicated to making a difference in the lives of employees worldwide.