Customer Success Associate (Kirkland, WA Hybrid)

Formations is a Seattle-based startup reimagining financial management for self-employed professionals. If you’ve ever run your own business or know someone who has, then you know it’s challenging enough without the added pressure of having to become an expert in taxes, accounting, and financial planning.

Instead of being rewarded for taking the entrepreneurial risk of striking out on their own, the independent workforce in the U.S. forgoes almost all the benefits afforded to full-time corporate employees and gets hit with a self-employment tax to boot. That’s where we come in.

Formations is developing the first comprehensive product to automate business incorporation, expense tracking, payroll, and benefit allocations. With our technology and team of financial experts by their side, self-employed professionals will have the playbook and tools needed to focus on growing their business while saving thousands on annual taxes, achieving financial well-being, and securing their futures through better financial decision making.

Customer Success Associate (CSA)

Our customers are our top priority, and building strong relationships is key to our success. The CSA will be the front-line communicator, managing customer interactions via email, chat, and our online community. Acting as a customer advocate, they will gather and share feedback, improve communication processes, and ensure a value-driven experience. The ideal candidate is customer-centric, adaptable, and skilled in communication, project management, and technology. Basic accounting knowledge is a plus.

Skills & Traits:

• Excellent written and verbal communication
• Tech-savvy; comfortable with CRM, AI solutions, and live chat
• Problem-solver with a consultative, customer-first approach
• Thrives in a fast-paced, evolving environment
• Self-starter, team player, and relationship builder
• Strong advocate for customers and company culture

Nice to Have:

• General ledger accounting and state excise filings experience
• Familiarity with accounting and payroll technology

Responsibilities:

• Manage customer communication via email and live chat
• Categorize and respond to customer inquiries
• Gather and analyze customer feedback
• Maintain high response rates and support reporting
• Use HubSpot (CRM) for customer management and content creation
• Advocate for customer needs across teams

Qualifications:

• 0-2 years in customer success, account management, or customer service
• Strong customer and project management skills
• Detail-oriented and analytical
• Proficient in Microsoft Office and CRM tools
• Comfortable learning new technologies

OTE: $ $54,000-$68,000

About Formations Corp

Founded in 2019, Formations Corp is a FinTech startup based in Kirkland, WA. We're on a mission to help self-employed individuals maximize their financial and personal well-being.

Self-employed owners start their businesses to focus on their clients and their impact, not to spend half their days pouring over their books and stressing about taxes. Formations wants to give our customers the time and peace of mind to do what they do best – and to help them earn the most for it. This means we do all the back-of-the-house financial work to maximize our customers’ business health and compliance, tax savings, retirement benefits, and peace of mind.

This full-time position offers a competitive base salary and and full benefits package:

• We go above and beyond in our commitment to our staff's health, well-being, and happiness by also offering flexible paid time away from work
• Medical, dental vision
• Generous parental leave
• Life insurance
• 401K plan including employer matching.Plan matches 100% of an employee's contributions up to 4% of their annual base salary, with immediate vesting for matched contributions.
• Equity- Formations offer every EE to be an owner. As such we grant every new hire an equity package our very generous equity plan is vested over standard 4 years
• Formations encourages employees to give back with paid volunteer time of up to 16 hours a year.
• Adopting a flexible-hybrid approach means that there isn't a one-size-fits-all solution but rather a highly adjustable and personal model that can take various shapes and forms
• Positive and collaborative culture
• Opportunity to influence the shape of the company

Formations Corp is an equal opportunity employer.