Formstack is a 15-year-old company with roots in Indianapolis. Our customers span 110 different countries, and our employees live and work across the U.S. and the globe. We provide a work environment that is flexible and provides great freedom for those who can perform. We are seeking people who demonstrate an ability to work effectively with individuals from diverse cultures and backgrounds.
Launched in 2006, Formstack is trusted by over 27,000 organizations worldwide—including Cleveland Clinic, NHL, Netflix, Twitter, and Butler University—to digitize what matters, automate workflows, and fix processes. Read employee reviews employee.
Tier I (Afternoon Shift)
Salary Range: $40,000 - $50,000 base (USD)
This is a Remote (work from anywhere) position.
Who You Are:
You love to tackle new, and often complex, problems.
You are driven to learn and create new materials to help you, our team, and our customers succeed.
You adapt to change well, and can easily iterate on existing tasks/projects when change is necessary.
You are proactive, a great communicator, detail-oriented, and tech-savvy.
You always see a project through from start to finish.
You are able to take on new projects with minimal supervision, and you’re able to take initiative when tasked with something you’re unfamiliar with.
What You’ll Do:•
Maintain your support ticket funnel and be as responsive as possible to the customers in your queue as well as the shared Support inboxes.
Help the team, in general, to stay on top of the Support team’s KPIs by ensuring fast response times, high CSAT scores, and low time to resolution.
Own the customer communication component of support tickets and ensure that customers are informed of any updates in a timely manner.
Become skilled in the Formstack platform within 6 months.
How You Will Succeed:
Consistently meet or exceed KPI goals
Complete delivery of quarterly KR’s in a timely manner with a focus on results
Research, troubleshoot and solve technical issues efficiently and effectively
Qualify, prioritize, and close technical customer problems
Be able to work well with other teams within and outside of the CX organization
Communicate frequently; include any progress, roadblocks, successes, and failures
Use tools relevant to your specialty skill to troubleshoot advanced issues
What/Who We’re Looking For:
Typing skill, 50wpm minimum
Proactive
Resourceful
Able to work successfully with minimal oversight
Able to think outside the box and look for alternative solutions
Willing to learn
Handles change well
Flexible, able to work weekends, holidays, late shift
Must be fluent in written and spoken English
Bonus Points:
Previous support experience
What You'll Do:
Our Customer Support Manager helps carry out the vision, direction, and culture of our service teams by managing individual and team performance expectations and goals, providing individual coaching feedback sessions, maintaining a singular focus on ensuring and improving customer satisfaction, monitoring real-time service levels, and serving as a point of contact for escalated resolutions. The CS Manager will directly manage employees responsible for all aspects of the Formstack Support product. This manager is part of an enthusiastic, fast-paced team that is constantly evolving to meet the needs of the future!
How You'll Succeed:
Service Practices
Identify and eliminate barriers to accuracy, productivity, and quality.
Ensure all employees are providing the same levels of assistance and handling for issues in similar manners to maintain excellent and consistent service.
Improve productivity, quality, and customer-service standards; resolve problems; complete audits; identify customer service trends; determine system improvements; implement change.
Communicate policies to the Team and become the primary information source for staff;
Ensure compliance and consistency; take corrective action as necessary and document issues and actions are taken.
Defuse situations with unhappy customers using good mediation skills.
Analyze Metrics
Create and Maintain standardized performance metrics
Carry out weekly, monthly, and quarterly metric reviews.
Provide consultation and solutions to underperforming staff members.
Hiring and Training
Work with a recruiter on applications and interviews
Work with the HR Advisor on new hire onboarding
Train and motivate employees; manage the planning, assigning, and directing work; rewarding and disciplining employees, and effective conflict resolution-
What We Are Looking For:
Direct experience in Contact Center Operations (Customer Service, Technical Support, Sales, or Collections)
2-4 years relevant experience managing a Team
Strong oral and written communication skills.
Ability to be flexible in shift assignments and work areas.
Have a passion for ensuring a great customer experience with every contact.
Strong technical analysis skills; you are someone who wants to dive into the numbers and seek to understand
Ability to drive organizational change
Salary Range: $60,000 - $70,000 USD
What You’ll Do:
Formstack has an exciting opportunity for a Paid Media Specialist to join our growing team of talented and collaborative marketing professionals. The Paid Media Specialist develops and manages lead and customer acquisition programs across digital marketing channels to drive growth across all business segments. The ideal candidate is a data-driven performance marketer with a strong base of paid media experience, a deep understanding of attribution, and a solid working knowledge of most social advertising platforms. The person in this role will collaborate with cross-functional stakeholders from product, design, content, operations, and demand generation teams to launch and optimize integrated digital campaigns, drive attribution efforts, and attain monthly, quarterly, and annual program goals.
How You Will Succeed:
Develop, launch, and optimize advertising campaigns across the digital landscape, including LinkedIn, Twitter, Reddit, and more
Drive continuous optimization across all facets of campaigns by partnering with cross-functional teams to develop, localize and test new ad copy, banners, content, and landing pages
Be an expert in measurement and attribution for the digital team and determine the right attribution for paid channels, as well as measure impact of awareness campaigns
Leverage campaign and sales metrics from native advertising platforms as well as internal data tools to analyze performance and optimize programs
Partner with the operations team to produce reports outlining results and recommend opportunities for improvement
Recommend and define digital advertising campaign strategies, tactics, and test plans to achieve business objectives
Help implement and trouble-shoot marketing technologies, including advertising pixels, 3rd party tags, audience segments, and parameter tracking
What/Who We’re Looking For:
What is most important to us is a performance-driven attitude and a team-oriented approach. Everyone at Formstack shares a commitment to excellence and a desire to work in a comfortable, friendly atmosphere. Our marketing team is no different, and we only hire people who have a passion for building great products in a team environment where a sense of humor is a must!
To be successful in this role, we are also looking for someone with:
Bachelor’s degree required
3+ years of experience in digital advertising
3+ years of experience managing campaigns in the LinkedIn platform
Exceptional analytical and problem-solving skills, including performance analysis, and technical troubleshooting
Excellent written and verbal communication skills
Experience with analytics platforms and upper-funnel analysis for awareness campaigns
Experience managing large digital advertising budgets
Familiarity with: Google Tag Manager, LinkedIn Advertising, Twitter Advertising, and Reddit Advertising
Experience marketing B2B and/or SaaS products a plus
Must be fluent in written and spoken English.
Professional Services Consultant Salary: $60,000 - $70,000 USD
Who You Are:
You have experience working with customers, solving complex problems, and are driven to keep learning. You are a great communicator, detail-oriented, and can see a project through from start to finish. If that's you, you might be just what we need!
What You Will Do:
Our Professional Services team is responsible for supporting our customers by managing the implementation of the Formstack solutions. This individual will help drive technical relationships with our customers by providing advanced architecture, implementation, and operational support. A Professional Services Consultant should possess analytical problem-solving skills, demonstrate initiative and pay excellent attention to detail. They need to be willing to work outside their comfort zone and be open to learning new skills. Excellent speaking and writing skills are essential and the ability to make formal presentations and speak effectively.
How You Will Succeed:
Learn the ins and outs of the Formstack product.
Provide high-quality Customer service to existing and prospecting Formstack Customers.
Amending and creating Forms, Form Themes, and Account configuration.
Creating online training materials.
Identifying new opportunities to help assist our Customers in expansion and adoption.
Actively utilize Salesforce and other applications for data entry and recording.
Assist in providing demonstrations and training to customers and internal teams on the Formstack products.
Implementation of Formstack solutions; this may involve Formstack and third-party product (i.e. databases, operating systems, web services, networking, etc.) configuration and some development.
Assist in the creation of project plans and workflows.
Salary Range: $45,000-$50,000 per year
Who You Are
You love getting to know people, building relationships, and helping others.
You have a positive attitude, and people can depend on you.
You have excellent self-prioritization and time management skills.
Attention to detail and organization are some of your greatest strengths
You’re able to juggle many initiatives at once successfully.
You have a continual desire to learn and grow.
You’re comfortable owning and acting on problems.
You know the difference between discretion & confidentiality and take both seriously.
What you will do
You’ll be responsible for working across the Human Resources team to assist with People Operations and Talent Acquisition. You’ll act as a liaison between both teams to ensure that the transition from being a candidate to a successful employee runs beautifully and seamlessly. You are the first point of contact for employees across Formstack and administer HR processes, policies, and procedures.
How you will succeed
Provide a seamless onboarding experience, transitioning individuals from candidates to employees
Work closely with the People Operations team to deliver an elegant offboarding experience.
Manage the People Ops ticket queue, ensuring that every request receives a response in a timely manner
Assist in administering the US Benefits program
Maintains compliance with the local employment laws and regulations and recommended best practices; reviews policies and practices to maintain compliance.
Administer and maintain our HR platforms and systems such as UKG (HRIS), JazzHr (Application Tracking System), Bennie (Benefits), keeping information current and accurate
Perform other duties as assigned
What we are looking for
Bachelor's degree or commensurate experience
Must be fluent in written and spoken English
Decision-making skills and a proven ability to avoid company risk
Ability to work autonomously and exercise excellent decision-making skills
Proven experience in a fast-paced environment and ability to maintain productivity amid frequent interruptions
Ability to maintain a high level of confidentiality and professionalism
Ability to communicate with all levels of an organization
Ability to travel <10%
Bonus Points
Experience working with ATS and HRIS software
Remote working experience or working with an abundance of remote employees
Salary Range: $45,000-$50,000 per year
This is a Remote (work from anywhere) position.
What Formstack Offers:
Free health plans, as well as company-paid Dental, Vision, Disability, and Life Insurance Benefits for US and Canadian full-time employees.
Unlimited PTO for all employees.
Retirement accounts with company matching for US and Canadian full-time employees.
The most up-to-date technology, including company-issued Macs, the latest software, and other tools needed to excel at your job
Company-paid conferences and extended learning opportunities
Yearly company gatherings.
Who You Are
As a Talent Acquisition Specialist, you are a people person that loves to get stuff done! You thrive in building fantastic relationships with candidates, quickly finding the right person for the role and the right role for the person. Hiring Managers to trust you and consider you a strategic, objective partner, who’s willing to challenge them, their bias, and collaborate to find the next great addition to their team.
What You Will Do
As a Talent Acquisition Specialist at Formstack, you'll be responsible for sourcing and vetting the most qualified and amazing candidates. You will actively partner with your team to own the full-cycle candidate experience from the application to offer. You will also maintain consistent and timely communication with applicants and act as a strategic partner to hiring managers.
You will promote equity and diversity and reinforce a non-discriminatory mentality across the business. You will craft job descriptions with inclusive language, establish fair policies, and network with candidates from under-represented groups. Work alongside the entire Talent Acquisition team to ensure all roles are filled with world-class quality and speed.
How You Will Succeed
Conduct high-energy phone screens that promote Formstack's recognition as a consistent "Best Place to Work" to provoke enthusiasm with candidates.
Identify and guide high-performing Formstackers for new roles or career opportunities.
Help maintain a scalable and inclusive recruiting model as we grow to an enterprise-level organization.
Apply unique and effective recruiting strategies to identify and attract well-qualified candidates, worldwide.
Craft job descriptions, interview questions, and other hiring material that contain non-biased language.
Partner with hiring managers on hiring plans to build proactive pipelines.
Establish objective, job-related employment criteria regardless of protected characteristics like age, gender, and race.
Help keep track of recruiting metrics.
Review communications, including our careers page and social media accounts, to ensure they’re in line with labor legislation, respect human rights, and have non-discriminatory language.
Assist with building hiring plans that provide equal opportunities to all candidates, internal and external.
Source candidates using cost-effective means including unique pipelines, advertising/sponsorship & networking.
Maintain accurate and up-to-date candidate information in Formstack's ATS.
What You’ll Do:
Manage the creation and distribution of compelling email communications for various audiences and customer segments, including newsletters, product announcements, and campaign communications
Partner with Marketing Automation Specialist to create email nurture series to move prospects and customers through the buying funnel
Oversee daily email operations to ensure that emails are completed and deployed on time
Measure the effectiveness of email marketing campaigns and recommend tests to optimize email marketing efforts
Segment email lists and develops systems for nurture campaigns to various audiences
Optimize emails for deliverability, open & click rates, conversion etc.
Responsible for email QA, including deliverability monitoring and other program coordination as required
Own and maintain email preference center
How You Will Succeed:
Strong quantitative and analytical skills to drive actions
Excellent planning, organization and time management skills
Comfortable with both strategy and execution
Strong attention to detail
Ability to operate and meet deadlines under pressure
An eye for clean, functional, and responsive design
Strong collaboration and communication skills
What/Who We’re Looking For:
Minimum 2-4 years of email marketing experience
Code email campaigns in HTML and CSS in your sleep (bonus points for familiarity with custom-scripting language)
Experience with enterprise-level ESPs
Understanding of CAN-SPAM, CASL, GDPR, and other email compliance practices
Experience with a CRM or Marketing Automation Software (Salesforce, Hubspot, Pardot a plus)
Strong quantitative and analytical skills to drive actions
Excellent planning, organization, and time management skills
Strong attention to detail
Excellent verbal and composition ability
Ability to operate and meet deadlines under pressure
Design skills a plus
Comfortable with both strategy and execution
An eye for clean, functional, and responsive design
Strong collaboration and communication skills
Design skills a plus.
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