Manager, Customer Support - job 1 of 2

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

Forma is looking for a Manager, Customer Support to lead a group of world-class Customer Experience team members. And we absolutely mean it when we say world-class - 98% CSAT over the trailing 12 months! If you love helping people, making people smile, and care about people’s health and wellness, we’d love to meet you.

Our ideal candidate is a data driven leader who is not afraid to jump in and support their team.  As the Manager, Customer Support, you will manage and scale a team that creates a positive experience and represents the voice of our members.  This role can be based anywhere in the US and will report directly to the Director, Customer Support.

What You’ll Do

Training & Development

• Help improve onboarding, training, and ongoing development programs for our support team.

• Mentor and coach team members—investing in their growth and success.

• Drive a culture of learning, feedback, and support excellence.
  

Cross-Functional Collaboration

• Help partner with Product and Engineering to surface customer insights and prioritize roadmap needs.

• Work with all CX teams, and beyond, to create and align support processes with company goals.
  

Operational Efficiency

• Analyze workflows, ticket trends, and performance metrics to identify opportunities for automation and optimization.

• Establish and refine processes that drive consistency, quality, and speed across all support channels.

• Enhance tools and systems that reduce manual work and enhance agent productivity.
  

AI Tooling & Innovation

• Collaborate with internal teams to test, train, and optimize AI-driven support tools (e.g., chatbots, automated triage, knowledge surfacing).

• Provide real-world feedback on AI performance and guide iteration cycles.

• Champion ethical, effective use of AI that enhances—not replaces—human support.

Preferred Skills

• 4+ years in a customer support or customer experience leadership role

• A strong track record of building and scaling support teams

• Experience designing and delivering training programs

• Excellent communicator with a collaborative mindset

• Comfort working across technical and non-technical teams

• Data-driven decision-maker with a passion for systems and process improvement

• Familiarity with support platforms (Zendesk preferred) 

• Intermediate understanding of AI tools

Benefits and Perks

• Remote-first working environment

• Medical, dental and vision insurance plans

• Employee wellness program

• Home Productivity program

• Team building program

• 401(k) savings plan

• Flexible PTO policy

• 12 weeks Parental Leave + 4 additional weeks for the Birthing Parent

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!