Customer Operations Specialist

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.”

We are looking for a Customer Operations Specialist for our Platform Operations team. You will manage the operational lifecycle of our post-tax and pre-tax accounts and serve as the operational "control center" for our customer support team. Beyond daily troubleshooting and task execution, you will focus on building and optimizing workflows to empower our cross-functional partners. We are looking for a proactive problem-solver who can anticipate product or service issues before they arise and who brings a "can-do" attitude to delivering world-class customer service.

You Will

• Serve as a Forma product expert to quickly resolve customer concerns and provide tailored recommendations, including identifying underlying issues in account setup or the product.

• Own daily operational tasks, including account configuration, program policy updates, and customer onboarding or expansion support.

• Continuous improvement: Identify, implement, and optimize processes for maximum efficiency and quality.

• Translate customer feedback into actionable product roadmap recommendations through collaboration with product and engineering teams.

• Track, analyze, and report on operational performance metrics.

Preferred Skills

• Bachelor's degree or equivalent work experience preferred.

• Excellent written and verbal English communication skills.

• Experience in a fast-paced tech startup and fully remote work environment is preferred.

• Experience in employee benefits is a strong plus.

• Proven ability to build new processes and deliver end-to-end projects with minimal supervision.

• Strong independent and data-driven thinking, with the ability to break down ambiguous goals and analyze operational metrics.

• Flexibility to coordinate with global teams, and occasional peak-period monitoring.

Benefits and Perks

• 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

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!