Customer Support Advocate

This is a fully remote position, open to applicants in Honduras.

📋 Description

• Deliver prompt, high-quality assistance to members through various channels including live chat, messaging, email, ticketing, social media, and phone.

• Utilize Forma’s internal tools and knowledge resources to troubleshoot issues and provide accurate solutions.

• Offer guidance to members with recommendations based on a thorough understanding of Forma’s products and services.

• Recognize trends, share customer insights, and highlight opportunities that inform product enhancements and strategic decisions.

• Detect potential issues, process deficiencies, and recurring member challenges; escalate or suggest solutions as needed.

• Ensure clear and efficient communication across all member touchpoints.

• Exhibit patience, empathy, and professionalism in every interaction.

• Work collaboratively with colleagues and cross-functional teams on support processes, documentation, and member journey initiatives.

• Prioritize effectively in a fast-paced environment while balancing performance metrics and team objectives.

• Uphold Forma’s values in both internal collaborations and external member interactions.

• Adjust to changing priorities, tools, and processes in a global support setting.

⛳️ Requirements

• A minimum of 2 years of experience in customer or product support within an omnichannel framework (chat, phone, email, and ticketing).

• At least 1 year of experience supporting a B2B and/or B2C SaaS product.

• Strong problem-solving capabilities with the ability to learn swiftly, navigate uncertainty, and make informed decisions with little supervision.

• A proactive mindset with a natural ability to identify enhancements, anticipate needs, and take initiative.

• Adaptable and resilient in fast-changing environments; able to modify priorities and strategies as situations develop.

• Outstanding written and verbal communication skills, with the capacity to convey complex information clearly and empathetically.

• Strong organizational skills and attention to detail when managing a high volume of tasks.

• A team-oriented outlook that appreciates collaboration, shared ownership, and collective achievement.

• Self-motivated with a passion for continuous learning, growth, and professional advancement.

• Experience with support platforms such as Intercom and Zendesk.

• Proficiency in English.

• Willingness to accommodate flexible scheduling, including potential shift changes or weekend coverage.

🏝️ Benefits

• Remote-first working environment.

• MacBook provided.

• $100 USD per month for BeWell funds.

• One-time subsidy of $300 USD to establish your home office.

• Annual BeHealthy funds of $2000 USD.