Customer Support Advocate

Job not on LinkedIn

🔥 33 minutes ago

🇭🇳 Honduras – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Forma

WebsiteLinkedInAll Job Openings

51 - 200 employees

🏥 Healthcare

💼 Consulting

📦 Logistics

Healthcare • Consulting • Logistics

Forma is a life benefits platform that empowers modern companies to create and scale flexible, global benefits programs tailored to the diverse needs of employees. With a focus on workplace wellness and employee wellbeing, Forma simplifies program administration and vendor management for HR and finance teams. Employees can easily choose from a curated benefits marketplace, utilize flexible spending accounts, and benefit from ongoing support to optimize their experience.

📋 Description

• Provide timely, high-quality support to members through live chat, messaging, email, ticketing, social media, and phone • Use Forma’s internal tools and knowledge resources to diagnose issues and deliver accurate resolutions • Guide members with recommendations based on knowledge of Forma’s products and services • Identify trends, share customer insights, and surface opportunities informing product improvements and roadmap decisions • Identify potential issues, process gaps, and recurring member challenges; escalate or recommend solutions • Maintain clear and efficient communication across member touchpoints • Demonstrate patience, empathy, and professionalism in every interaction • Collaborate with teammates and cross-functional partners on support-process, documentation, and member-journey initiatives • Manage priorities in a fast-paced environment while balancing performance metrics and team goals • Represent Forma’s values in internal collaboration and external member interactions • Adapt to evolving priorities, tools, and processes in a global support environment

🎯 Requirements

• 2+ years of experience in customer or product support within an omnichannel environment (chat, phone, email, and ticketing) • 1+ years of experience supporting a B2B and/or B2C SaaS product • Strong problem-solving skills with the ability to learn quickly, navigate ambiguity, and make sound decisions with minimal supervision • Highly proactive mindset with a natural inclination to identify improvements, anticipate needs, and take initiative • Adaptable and resilient in dynamic environments; able to adjust priorities and approaches as situations evolve • Exceptional written and verbal communication skills, with the ability to explain complex information clearly and empathetically • Strong organizational skills and attention to detail when managing high-volume workloads • Team-oriented mindset that values collaboration, shared ownership, and collective success • Self-driven with a desire for continuous learning, growth, and professional development • Experience with support platforms such as Intercom and Zendesk • Fluency in English • Flexibility with scheduling, including potential shift changes or weekend coverage

🏖️ Benefits

• Remote-first working environment • MacBook • $100 USD/mo BeWell funds • $300 USD one-time subsidy to build your home office • $2000 USD/year BeHealthy funds