Platform Relationship Specialist at Forage (S21)
Online payment technology for the social safety net
Remote
Full-time
1+ years
About Forage

Forage builds payment technology to increase online access to government benefits.

Every year, the US government distributes over a $1 trillion worth of benefits through specialized payment networks. We want to move that spend online through a unified API.

Our first product offering helps low-income Americans buy online groceries. 42M Americans rely on their EBT cards (formerly known as ”food stamps”) to buy groceries, and our technology helps them purchase online groceries. Specifically, we sell software solutions to online grocery retailers that help them accept EBT cards at checkout. Our payments API and team of EBT experts provide the easiest path for them to access 42 million shoppers and $120B of food purchases.

Jobs

We're always looking for smart, talented, and driven individuals to help further our mission. Feel free to submit your application to [email protected] and let us know why you'd like to work for Forage.

About the role

Forage builds payment technology to increase online access to government benefits.

42M Americans rely on their EBT cards (formerly known as ”food stamps”) to buy groceries, and our technology helps them purchase online groceries. Specifically, we sell software solutions to online grocery retailers that help them accept EBT cards at checkout. Our payments API and team of EBT experts provide the easiest path for them to access 42 million shoppers and $120B of food purchases.

What we're looking for

Forage is hiring a Platform Relationship Specialist (PRS) to provide our customers guidance and support during their onboarding into our technology platform. Our customers are grocery stores, and our platform gives them the ability to sell groceries to low-income Americans. Our onboarding process consists of technical integrations, government compliance, and banking services.

The PRS will partner closely with other Forage departments (e.g. sales, engineering, product) and external entities (e.g. government agents) to provide the best possible experience for the customer.

Responsibilities

  • Introduce our customers to the onboarding process and act as the project enabler to ensure the customer remains successful and engaged with the process
  • Handle inbound and outbound customer service activities via live chat, email, phone, and Zoom meetings
  • Timely and accurately respond to customer inquiries. These will include frequent value-based follow-up and timely fulfillment of commitments
  • Serve as the liaison and trusted advisor between our customers and government agencies
  • Participate in onboarding sessions and demos with merchants, platforms, and government agencies
  • Guide internal UAT and prepare customers for successful testing with FNS
  • Create and manage project timelines and document meeting notes, progress, and risks
  • Gather feedback and product input to ensure each customer’s objectives are met
  • Assist in developing tools & resources used by the Platform Relationship team
  • Proactively communicate onboarding challenges internally while continuously improving the process

Qualifications

  • 2+ years of relevant work supporting high touch customers in a growing company
  • Excellent customer service, sales, and relationship-building skills
  • Strong writing and editing skills
  • Strong project/program management skills
  • Strong customer empathy and ability to build strong working relationships cross-functionally and with external partners
  • Ability to focus on your goals but be flexible in your approach
  • Demonstrated experience working on several projects in parallel

Our offer

  • Meaningful work that makes a positive impact on our society.
  • Competitive compensation: salary, equity, and benefits.
  • A remote-first work environment with opportunity for onsite meetings.
  • A fun and caring environment that prioritizes transparency, growth, and ownership.
  • A talented, diverse, high-achieving, and humble team with diverse backgrounds and viewpoints.

Our values

Mission-first.

We optimize for the collective good and strive to improve the lives of as many people as possible. We build with dignity and consider the impact of our actions and decisions. We believe deeply in our mission and have a strong sense of duty to succeed on behalf of our customers.

Act like an owner.

We are all owners of Forage. We are biased towards action and accountability. We seek out problems and we solve them. We finish what we start and no task is beneath us. We take incremental steps to make Forage better tomorrow than it is today.

We forage together.

We value collaboration, diversity of background and thought, humility, and ideas over hierarchy. We celebrate others, admit our mistakes, assume positive intent, and invest in our people so that we can be our true selves and do our best work. “If you want to go fast go alone, if you want to go far go together” - African Proverb.

And we’re just getting started.

We are dedicated to building for the long-term. We fundamentally believe that our work has only just begun and that our most important work has yet to be done.

Technology

Modern protocols built on top of old financial protocols.

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