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!
