Customer Operations Specialist

Customer Operations Specialist

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!