Top Benefits
Vision and dental coverage
Fitness subsidies
25 days paid holiday (excluding bank holidays)
About the role
Who you are
- 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
What the job involves
- 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
- 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
Benefits
- Vision & Dental Benefits
- Fitness Subsidies
- 25 days holiday (excl. bank holidays)
- Work from home opportunities
- Health insurance
About Forter
Software Development
501-1000
Forter applies identity intelligence at every step of the digital commerce journey - filtering out fraud to help your business focus on growing customer lifetime value. Our integrated suite of solutions span fraud, identity, payments, chargebacks and abuse. We call this the Forter Trust Platform.
We help the world's biggest brands trust the identities they are interacting with so they can confidently offer every good customer a great experience, including faster, easier checkout, simpler returns and refunds and more valuable promotions. That's why Nordstrom, Instacart, Adobe, Priceline, and leaders across industries have relied on Forter to decision more than $1 trillion in GMV.
Top Benefits
Vision and dental coverage
Fitness subsidies
25 days paid holiday (excluding bank holidays)
About the role
Who you are
- 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
What the job involves
- 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
- 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
Benefits
- Vision & Dental Benefits
- Fitness Subsidies
- 25 days holiday (excl. bank holidays)
- Work from home opportunities
- Health insurance
About Forter
Software Development
501-1000
Forter applies identity intelligence at every step of the digital commerce journey - filtering out fraud to help your business focus on growing customer lifetime value. Our integrated suite of solutions span fraud, identity, payments, chargebacks and abuse. We call this the Forter Trust Platform.
We help the world's biggest brands trust the identities they are interacting with so they can confidently offer every good customer a great experience, including faster, easier checkout, simpler returns and refunds and more valuable promotions. That's why Nordstrom, Instacart, Adobe, Priceline, and leaders across industries have relied on Forter to decision more than $1 trillion in GMV.