Head of Customer Support
Common RoomSalary not specified
- Full Time
- Expert & Leadership (9+ years)
Not SpecifiedCompensation
Junior (1 to 2 years)Experience Level
Full TimeJob Type
UnknownVisa
Employee Benefits, Software as a Service (SaaS), HR TechnologyIndustries
Requirements
The ideal candidate should have 4+ years of experience in a customer support or customer experience leadership role, a strong track record of building and scaling support teams, and experience designing and delivering training programs. They should be an excellent communicator with a collaborative mindset, comfortable working across technical and non-technical teams, and a data-driven decision-maker with a passion for systems and process improvement. Familiarity with support platforms, particularly Zendesk, is preferred, and an intermediate understanding of AI tools is beneficial.
Responsibilities
As the Manager, Customer Support, you will manage and scale a team that creates a positive experience and represents the voice of our members, training and developing team members, mentoring and coaching them, and driving a culture of learning and support excellence. You will also collaborate with Product and Engineering to surface customer insights, analyze workflows and ticket trends to identify optimization opportunities, establish and refine processes, and champion the ethical and effective use of AI tools to enhance support operations.
Skills
Customer Support
Team Leadership
Customer Experience
Data-Driven Decision Making
People Management
Wellness and Health Support
Forma
Flexible employee benefits management platform
About Forma
Forma provides a flexible benefits platform designed for HR teams and employers to enhance their employee benefits offerings, particularly in remote and hybrid work settings. The platform allows employers to tailor a variety of benefits to meet the specific needs of their employees, promoting higher utilization and satisfaction. Forma addresses common HR challenges, such as underutilization of benefits, by simplifying access and increasing awareness among employees. Additionally, the platform includes tools for monitoring compliance and risk, ensuring that companies adhere to relevant regulations. Unlike many competitors, Forma focuses on flexibility and accessibility, making it easier for organizations to create a healthier and more engaged workforce. The goal of Forma is to transform employee benefits management, providing a beneficial solution for both employers and employees.
San Francisco, CaliforniaHeadquarters
2017Year Founded
$38.9MTotal Funding
SERIES_BCompany Stage
Consulting, Social Impact, EducationIndustries
201-500Employees