Remote Customer Support Specialist

Forma; Poland; On-site; PLN 168,000 - 269,000; Full time

Benefits offered by this job

Remote-first

MacBook

BeWell funds

Home office subsidy

BeHealthy funds

Job summary

Forma is seeking a friendly, patient customer support specialist to join our remote-first team. You’ll help members across live chat, email, and phone with quick, accurate resolutions while leveraging internal tools and knowledge resources.

You’ll guide customers using deep knowledge of Forma’s products and contribute to continuous improvement of support processes and the customer journey. Fluency in English and a proactive mindset are essential.

Qualifications

• 2+ years of experience in customer or product support in an omnichannel environment (chat, phone, email, ticketing).
• 1+ years of experience supporting a B2B and/or B2C SaaS product.
• Experience with Intercom and Zendesk.
• Fluency in English.

Responsibilities

• Provide timely, high-quality support to members across multiple channels (live chat, messaging, email, ticketing, social, phone).
• Diagnose issues using Forma’s internal tools and resources to deliver accurate resolutions.
• Offer thoughtful product/service recommendations to members.
• Identify trends and share insights to inform product improvements and roadmap decisions.
• Proactively identify process gaps and recurring challenges to improve the member experience.
• Maintain clear communication across touchpoints to keep members informed and confident.
• Demonstrate empathy and professionalism in every interaction.
• Collaborate with teammates on projects to improve support processes and the member journey.

Skills

Customer support

SaaS experience

Intercom

Zendesk

English fluency

Problem solving

Communication skills

Organizational skills

Team collaboration

Self-driven

Remote work

Multitasking

Tools

Intercom

Zendesk

Job description

Forma is seeking a friendly, patient customer support specialist to join our remote-first team. You’ll help members across live chat, email, and phone with quick, accurate resolutions while leveraging internal tools and knowledge resources.

You’ll guide customers using deep knowledge of Forma’s products and contribute to continuous improvement of support processes and the customer journey. Fluency in English and a proactive mindset are essential.