Two Chicks With A Side Hustle

  • Manage customer escalations and collaborate with internal teams to ensure customer success
  • Drive optimizations and scalable processes to ensure a consistent member experience
  • Help with the interview process for CSAs (individual contributors)
  • Develop recognition programs to celebrate CSA accomplishments 
  • Work closely with Customer Success and Sales teams to conduct in depth business reviews
  • Collaborate within immediate teams, or other business verticals for cross-team projects and initiatives to drive and enhance the member experience.
  • Orchestrate efficient and optimal communication across varying member touch points with our platform.

Preferred Skills

  • Be a proven people manager who builds individual capabilities and teams through effective employee development, involvement, communication and mentoring.
  • 3+ years of experience of customer support, SaaS and startup experience a plus
  • 1+ years of management experience
  • Ability to multitask in high stress environments
  • Experience using Zendesk or similar, Linear, Slack
  • Knowledge of AI tools and capabilities
  • Excellent verbal and written communication skills, presentation skills, and organizational skills
  • Have industry knowledge and understanding of GDPR compliance
  • Ability to understand the end-to-end impact to the Forma teams, our clients/members and our CSAs when making strategic decisions on programs and initiatives, a huge plus!

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