This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description As a Customer Service Representative with Imagine Learning, you will play a crucial role in supporting our mission of transforming education through technology. In this remote position based in Tempe, AZ, you will be responsible for providing exceptional customer service to our clients, including teachers, administrators, and district leaders. You will serve as the first point of contact for any inquiries or issues, handling them with professionalism, empathy, and efficiency. - Answering incoming calls and emails from clients and providing timely and accurate solutions - Assisting clients with navigating our digital platform and troubleshooting technical issues - Collaborating with internal teams to escalate and resolve complex problems - Maintaining detailed records of customer interactions and transactions - Providing feedback to improve customer experience and product usability Qualifications - Excellent communication skills, both written and verbal - Strong problem-solving abilities and attention to detail - Ability to work well independently and as part of a team - Experience in customer service or support role preferred - Proficiency in using digital tools and platforms Benefits - Competitive compensation and benefits package - Opportunities for professional development and growth - Flexible work schedule and remote work options - Collaborative and inclusive company culture

• Own a portfolio of cases and inbound interactions (email, live chat, and phone via Salesforce), serving as the primary point of contact from first touch through resolution for crew members and client users. • Diagnose and troubleshoot product behaviors and production workflows: investigate issues, reproduce bugs, identify root cause, and advise on next steps or workarounds. • Manage your case backlog with clear ownership and urgency: prioritize work by customer impact, SLA, and escalation risk; proactively follow up internally and externally until issues are fully resolved. • Partner closely with Customer Success, Payroll Ops, Product, and Engineering to resolve customer issues, translating customer context into actionable technical detail. • Identify trends and product gaps: log high-quality bug reports and product requests in Linear (or similar tools), including replication steps and business impact. • Escalate urgent or production-critical issues via PagerDuty or established escalation channels and help coordinate cross-functional response through resolution. • Deliver a concierge support experience: adapt communication style to the customer and situation, explain solutions clearly, and anticipate follow-up needs. • Contribute to team knowledge and operational excellence by creating and maintaining SOPs, templates, troubleshooting guides, and other internal documentation. • Support continuous improvement efforts by sharing best practices, surfacing opportunities for workflow optimization, deflection, or automation, and incorporating QA feedback into your day-to-day work. • Mentor and support junior teammates as needed through case guidance, escalation support, and modeling strong customer judgment and communication.

• Provide our customers immediate support via live-chat/messaging, email, ticketing, social media, and phones. • Leverage your deep understanding of our Internal Support Portal to address our users’ concerns quickly and accurately. • Make recommendations for members with your deep knowledge about Forma’s product. • Represent the voice of the customer to help shape the future roadmap of the product. • Proactively orchestrate efficient and optimal communication across varying member touch points with our platform. • Champions patience and empathy when engaging with users, coming from a desire to support them with their positive intentions. • Collaborates within immediate teams, or other business verticals for cross-team projects and initiatives to drive and enhance the member experience. • Aligns with results-based performance; deeply understands prioritizing key performance indicators as an individual and as a team. • Is an authentic Forma Ambassador, fully-equipped to represent Forma across both internal team communications and external member engagement. • Ability to be flexible to schedule/shift changes including weekend coverage, and understanding of global customer support.

• Lead, mentor, and develop a high-performing Customer Support organization. • Establish a culture of ownership, accountability, and operational excellence. • Build and maintain onboarding, training, and certification programs to elevate technical proficiency and consistency. • Own end-to-end support operations across all reactive channels (ticketing, email, chat, phone). • Standardize ticket intake, triage, prioritization, escalation, and resolution workflows. • Define and enforce SLAs, service level targets, and incident response procedures. • Monitor ticket volume, backlog health, aging, and response trends to ensure consistent service delivery. • Implement automation and AI-driven workflows to reduce repetitive and manual support work. • Develop and execute a knowledge base and self-service strategy that increases ticket deflection. • Partner closely with Product to surface trends, defects, and usability issues impacting support volume and customer experience.