Manager, Customer Support

Summary

Join Forma as a Manager, Customer Support and lead a world-class team dedicated to providing exceptional customer experiences. You will manage and scale the team, ensuring positive interactions and representing the voice of Forma's members. This role involves training and developing team members, collaborating with other departments, and optimizing operational efficiency. You will also play a key role in implementing and improving AI-driven support tools. The position is remote-first and based anywhere in the US, reporting directly to the Director, Customer Support. Forma offers a comprehensive benefits package, including remote work, health insurance, wellness programs, and generous parental leave.

Responsibilities

• 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
• 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
• 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
• 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 Qualifications

• 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

• 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