Support Manager

San Francisco

Formation is seeking a Support Manager to own and manage incidents and bugs across Formation customers. Support Managers sit at the intersection of our Customer Success, Product, and Engineering teams to provide a level of support that consistently delights our stakeholders. Our platform learns and adapts to people's preferences, habits, and feedback—orchestrating highly relevant experiences that are truly unique to each person. Our vision will change the way people engage across multiple industries, be it retail, finance, or healthcare.

Key Responsibilities:

  • Serve as the first point of contact for all support communications, answering initial customer questions, providing assistance, troubleshooting issues, routing issues as necessary to the right teams, and working internally to get resolution on system problems
  • Ensure compliance with incident management processes by reviewing tickets for accuracy and completeness, and conduct continuous improvement on these processes via lessons learned
  • Take ownership of open customer issues, including communications, escalations as needed, and post-resolution root cause analyses
  • Serve as a technical Subject Matter Expert to help keep both internal and customer-facing support documentation up-to-date
  • Track common customer questions and feedback, turning customer feedback into actionable product and process improvement for engineering, marketing, and design teams, while adding frequently asked questions to an internal knowledge base for more efficient future support
  • Ensure proper tracking and reporting on customer-facing Service Level Metrics
  • Work cross functionally with other Formation teams, including Engineering and DevOps, for production health, function, incident management, and change
  • Work with the customers to communicate important information about system maintenance, change, and events and to address concerns regarding the Formation product

Skills and Experience:

  • Prior experience in a Support or other customer-facing role
  • Ability to troubleshoot and resolve software, network, and client-side related problems, leveraging prior experience in a technical capacity
  • Proven ability to communicate technical issues to both technical and non-technical end users
  • Excellent written verbal and communication skills
  • High level of empathy and able to speak to customers to understand their needs and improve customer experience and engagement
  • Ability to interface with multiple functions and levels of an organization
  • Comfort working under pressure, either independently or as a member of a team, with minimal supervision
  • Experience with a customer support tool; experience with JIRA preferable


Formation distills complex customer data into uniquely tailored experiences; we orchestrate physical and digital exchanges into one seamless journey. Our business is building lasting, trusted relationships between people and brands—and making it look easy.

We're already reaching millions of people a day, and we're just getting started. Our founding leadership is equal parts business, design, and engineering—because we believe differing perspectives + passionate discourse achieve the greatest outcomes. We are collectively talented, but also humble. We give our whole selves. We love learning new things.

Formation is committed to inclusion and diversity and is an equal opportunity employer. All applicants will receive consideration without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, disability, or veteran status.

Also, we are thrilled to be named one of the Top 50 startups by LinkedIn! Every member of our team makes Formation a special place to work and grow. Come join us and see for yourself!