Senior Manager, Customer Support
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Job Location:
Monthly Salary:
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
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 youll 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 youll 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 powerfulit can accelerate revenue growth and strengthen a companys connection with its customers. How do we do it Forter was founded on the insight that its 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 customersensuring 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. Were 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:
- Great Place to Work Certification (2024)
- Fortunes Best Workplaces in NYC (and2024)
- Forbes Cloud 100 (2024 and2025)
- #3 on Fast Companys list of Most Innovative Finance Companies (2022)
- Anti-Fraud Solution of the Year at the Payments Awards (2024)
- SAP Pinnacle Awards New Partner Application Award (2023)
- Fintech Breakthrough Awards Best Fraud Prevention Platform (2023)
Life as a Forterian:
We are a team of over 600 Forterians spread across 3 different continents. Since 2013 weve raised $525 million from investors such as Tiger Global Bessemer Sequoia Capital March Capital and Salesforce Ventures. Were 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 doesnt 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. 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 Retirement Plan
- Comprehensive and generous health insurance including vision and dental coverage
- Generous PTO policy
- Half day Fridays
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: $132000 - $148000 CAD annually bonus equity benefits
The referenced salary range is based on the Companys 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
Required Experience:
Senior Manager
Key Skills
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About Company
Forter provides new generation fraud prevention to meet the challenges faced by modern enterprise e-commerce. Only Forter provides fully automated, real-time Decision as a Service™ fraud prevention, with approve/decline decisions backed by a 100% chargeback guarantee. The system elimi ... View more
