Product support & Ops specialist

Goals

• Provide first-line support for customer inquiries related to our products, services and partners
• One of our key goals is to achieve a high satisfaction score from customers on support handling. This can be accomplished by providing prompt and accurate responses to customer inquiries, ensuring their issues are resolved effectively, and maintaining a positive and helpful attitude throughout the interaction.
• Reduce recurring support tickets by creating training material, help articles and working with the product and CS team on resolving root causes for recurring customer issues.

Expectations

• Collaborate across teams, including product, sales, and customer success, to address customer needs and resolve issues within defined SLAs both internal and external
• Assist in the implementation and maintenance of operational processes and procedures to streamline workflows and improve efficiency between US and Distributed team
• Monitor product performance (qualitative) and gather and analyze feedback from customers to identify areas for improvement
• Maintain accurate records of customer interactions and support activities using our internal systems
• Tech forward with a high level of interest in helping to maintain/improve technical integrations
• Contribute to the development of support documentation, training materials, and knowledge base articles for internal and external use
• Manage all customer mail (tax) to ensure it is completed and mailed in a timely fashion

Skills and Experience

• Demonstrated excellent communication skills (written and verbal)
• 2+ years product support
• 2+ year experience with CRM is a must, specific experience with Work with Hubspot, ChurnZero is a plus
• Proven analytical skills
• Enjoys working in ambiguous and frequently changing circumstances

Role: Hybrid at our Totem Lake office with in-office days minimum of Tuesday & Thursday

Salary 60-75K

About Formations Corp

Founded in 2019, Formations Corp is a FinTech startup based in Bellevue, 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.