About the role:
We are seeking an experienced and strategic Senior Manager, Customer Support to
lead and scale our North American technical support organization. This is a
critical role that requires a blend of people management, operational
excellence, and forward-thinking program management.
The ideal candidate will be responsible for helping scope and execute our
regional support strategy, managing a team of technical support engineers, and
driving key initiatives that enhance customer experience. This includes
spearheading the evaluation and implementation of new technologies, with a
specific focus on leveraging AI and automation to create a world-class, highly
scalable support model.
What you’ll be doing:
- Lead and develop: Provide leadership and mentorship to both the local and
international teams, fostering a culture of ownership, continuous learning,
and professional growth.
- Contribute to strategy: Partner with senior leadership to define and execute
the regional support strategy, ensuring alignment with global initiatives and
business objectives.
- Drive innovation: Lead the planning and execution of strategic programs,
including the evaluation, selection, and implementation of AI and machine
learning solutions to enhance support efficiency and customer self-service
capabilities.
- Ensure operational excellence: Oversee all technical support operations for
the North American market while also partnering with APAC and EMEA leadership
for a global experience, ensuring the team consistently meets and exceeds key
performance indicators (KPIs) and service level agreements (SLAs).
- Collaborate cross-functionally: Act as a key liaison and advocate for the
customer with internal stakeholders, including executive leadership, Product,
Engineering, and Sales, to influence product roadmaps and drive resolution
for complex issues.
- Uplevel processes: Continuously review, optimize, and standardize support
processes, procedures, and documentation to improve scalability, efficiency,
and the overall customer experience.
- Serve as a leader: Handle high-profile escalations and act as a senior point
of contact for strategic accounts, ensuring swift and effective resolution.
What you’ll need:
- 6+ years of experience in a technical support or customer service leadership
role, with experience managing a technical support team.
- Program management expertise: Proven track record in program or project
management, specifically with experience leading the implementation of new
technologies such as AI, automation, or ticketing system migrations.
- Strategic mindset: Deep familiarity with CRM systems (e.g., JSM, Atlassian,
Salesforce) and a strong understanding of how to leverage technology to scale
support operations effectively, both regionally and internationally.
- Strong communication: Exceptional communication, presentation, and
negotiation skills with the ability to build trust and influence senior-level
stakeholders and executives.
- Proven business acumen: An understanding of how support operations impact
revenue, retention, and customer lifetime value.
- Leadership: Demonstrated ability to lead, motivate, and manage a diverse and
high-performing team in a fast-paced environment.
- Problem-solving: Excellent analytical and problem-solving skills with the
ability to make sound decisions under pressure.
About us:
Digital commerce is built on trust. At every point along the eCommerce journey,
businesses must make a critical decision: Can I trust this customer? Answering
this simple question accurately and instantly is powerful—it can accelerate
revenue growth and strengthen a company’s connection with its customers. How do
we do it? Forter was founded on the insight that it's not about what is being
purchased, nor where— but who is behind the interaction.
The Forter Decision Engine finds patterns across more than one billion
identities in our dataset. We isolate fraudsters and protect customers—ensuring
everyone gets the experience they deserve. Given that trust is central to how
we operate, Forter is very much driven by a defined set of values. We attract
remarkable talent and have retention and engagement levels that are well above
benchmarks. We’re meticulous about strengthening our culture as we grow and
ensuring this is an environment where people can have outsized impact.
Trust is backed by data – Forter is a recipient of over 10 workplace and
innovation awards, including:
Life as a Forterian:
We are a team of over 600 Forterians spread across 3 different continents. Since
2013, we've raised $525 million from investors such as Tiger Global, Bessemer,
Sequoia Capital, March Capital and Salesforce Ventures. We're on a mission to
bring trust to global digital commerce so that companies like Adobe, ASOS, eBay,
Instacart, Priceline and Nordstrom can block fraud, drive revenue and improve
customer experience.
At Forter, we believe unique people create unique ideas, and valuable experience
comes in many forms. So, even if your background doesn't match everything we
have listed in the job description, we still encourage you to apply and tell us
why your skills and values could be an asset to us. By welcoming different
perspectives, we grow together as humans and as a company.
Forter is an Equal Employment Opportunity employer that will consider all
qualified applicants, regardless of race, color, religion, gender, sexual
orientation, marital status, gender identity or expression, national origin,
genetics, age, disability status, protected veteran status, or any other
characteristic protected by applicable law.
If you need assistance or an accommodation due to a disability, please email us
at interviewaccommodation@forter.com [interviewaccommodation@forter.com]. This
information will be treated as confidential and used only for the purpose of
determining an appropriate accommodation for the interview process.
Benefits:
- Competitive salary
- Restricted Stock Units (RSUs)
- Matching 401K Plan
- Comprehensive and generous health insurance, including vision and dental
coverage
- Generous PTO policy
- Half day Fridays
Hybrid work:
At Forter, we have embraced a hybrid work model that combines the benefits of
in-office collaboration with the flexibility of remote work. As part of this
exciting approach, Team members are invited to work from the office at least 3
days per week. Within these three days, we encourage employees to join each
week, for a department Team Day and for a Hub Day within each office. Your
recruiter will share the specifics of these days.
Our hope is that a balance of in-person collaboration will aid massively in
employee professional growth, development and relationship-building.
*Forter does not accept agency resumes. Please do not forward resumes to Forter
(or any related) jobs alias or directly to any Forter employees. Forter will not
be responsible for any fees related to unsolicited resumes.
Salary Range: $132,000 - $148,000 CAD annually + bonus + equity + benefits
The referenced salary range is based on the Company's good faith belief at the
time of posting. Actual compensation may vary based on factors such as
geographic location, work experience, market conditions, and skill level.
LI-Hybrid
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