Customer Operations Specialist

Job description

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.” ABOUT THE ROLE We are looking for a Customer Operations Specialist for our File Operations team. You will manage the operational lifecycle of client file processing and payroll reporting, serving as the operational control center for our file operations. Beyond executing daily operational tasks, you will ensure client data is processed accurately, identify and resolve operational issues, and continuously improve workflows to enhance efficiency, scalability, and operational excellence. We are looking for a detail-oriented problem solver who thrives in a fast-paced operational environment, proactively identifies risks, and takes ownership of delivering accurate, reliable, and high-quality operational outcomes. YOU WILL - Own daily file operations, including client file processing, payroll reporting, data validation, and operational support. - Investigate operational discrepancies, identify root causes, and drive timely resolutions. - Support client implementations, ongoing operational requests, and production issue resolution. - Lead operational projects and drive product enhancement initiatives by identifying improvement opportunities, defining operational requirements, and partnering with cross-functional teams to deliver scalable solutions. - Continuously improve operational processes by identifying workflow improvements, standardization opportunities, and automation initiatives. - Collaborate with cross-functional teams to deliver reliable operational solutions and continuously improve the customer experience. - Track operational trends and recommend improvements to strengthen quality, efficiency, and operational reliability. PREFERRED SKILLS - Bachelor's degree or equivalent work experience preferred. - Excellent written and verbal English communication skills. - Experience working in a fast-paced tech startup and fully remote environment is preferred, with the ability to collaborate effectively across time zones and work with global teams. - 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!