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Customer Operations Specialist



Customer Service, Operations
Posted on Friday, November 4, 2022

About Forma

The market for employee benefits is broken. Companies spend millions annually on employee benefits that employees neither value nor regularly use. Founded in 2017, Forma set out to build a better model by challenging traditional one-size-fits-all approaches.

Forma’s flexible benefits software helps companies offer competitive benefits packages while reducing costs and inefficiencies, by giving employees more choice and flexibility in how they spend their benefit allowances. The platform also saves HR professionals countless hours managing and supporting various point solutions.

Using Forma, companies can select from a suite of products that include Lifestyle Spending Accounts, Health Spending Accounts, Health Reimbursement Arrangements, Flexible Spending Accounts, and more to design and deliver customized benefits programs–all through a single platform. Employees then have three choices to spend account funds: The Forma Store with discounted products and services, The Forma Visa Card, or claim reimbursement backed by Forma’s world-class member support team.

Forma has helped hundreds of the world’s most admired companies, including Stripe, Zoom, Lululemon, and Affirm, design and support flexible, inclusive benefits programs for nearly a million employees. And, we are seeing great success with 98% customer retention, 75 NPS, and 98 CSAT ratings from members.

Forma is backed by Emergence Capital and Ribbit Capital and has received numerous awards for its exponential growth, its software innovation, and as a “Great Place to Work.”

About the Role

As a Customer Operations Specialist, you will be responsible for all the operational aspects of employer-sponsored accounts. To become a control center for our support team is what we aspire the Customer Operations Specialist to achieve. As a Customer Operations Specialist, apart from troubleshooting issues and completing tasks for customers, you will be focusing on establishing the best optimized workflows and solutions for our cross-team members. To navigate and foresee the underlying issues of our service and products is what we expect you to deliver. We highly value your problem solving skills and can-do attitude to provide world class service to our customers.

You Will

  • Providing our customers immediate support via live-chat and conversations.

  • Leverage your deep understanding of our Internal Support Portal to address our members’ concern quickly and accurately.

  • Make recommendations for members with your deep knowledge about Forma’s product.

  • Representing the voice of the customer to help shape the future roadmap of the product.

  • Managing daily operational works such as order fulfillment, payroll report, and claim review.

  • Exploring and bringing potential vendors to the Forma Marketplace.

  • Optimizing operational processes and procedures for maximum efficiency while maintaining quality standards.

  • Assisting with the implementation of new processes and procedures.

  • Identifying ways to improve customer experiences.

  • Tracking and reporting on operational performance.

  • Managing claim review team.

  • Anything related to our customers.

Preferred Skills

  • Bachelor’s degree or equivalent work experience preferred.

  • Experience in employee benefits is a big plus!

  • Excellent verbal and written communication skills, presentation skills, and organizational skills

  • Ability to learn quickly, solve problems and make decisions with minimal supervision.

  • Excellent people and communication skills.

Benefits and Perks

  • Remote-first working environment

  • MacBook

  • Employee wellness program

  • Home Productivity program

  • Team building program

  • Flexible PTO policy

  • $1000 USD/year - Health Examination

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!