Manager, Customer Support

Forma is looking for a Manager, Customer Support to lead a group of world-class Customer Experience team members. The ideal candidate is a data-driven leader who is not afraid to jump in and support their team. As the Manager, Customer Support, you will manage and scale a team that creates a positive experience and represents the voice of our members. You will help improve onboarding, training, and ongoing development programs for the support team. You will also mentor and coach team members by investing in their growth and success. The role also requires collaboration with Product and Engineering to surface customer insights and prioritize roadmap needs, as well as working with all CX teams to align support processes with company goals. This role involves analyzing workflows, ticket trends, and performance metrics to identify opportunities for automation and optimization and refining processes to drive consistency, quality, and speed across all support channels.