Senior Manager, Customer Support

Job Description

<p><h3>Overview</h3><p>We are seeking an experienced and strategic <b>Senior Manager, Customer Support</b> 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.</p><p>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.</p><h3>What you’ll be doing</h3><ul><li><b>Lead and develop:</b> Provide leadership and mentorship to both the local and international teams, fostering a culture of ownership, continuous learning, and professional growth.</li><li><b>Contribute to strategy:</b> Partner with senior leadership to define and execute the regional support strategy, ensuring alignment with global initiatives and business objectives.</li><li><b>Drive innovation:</b> 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.</li><li><b>Ensure operational excellence:</b> 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).</li><li><b>Collaborate cross-functionally:</b> 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.</li><li><b>Uplevel processes:</b> Continuously review, optimize, and standardize support processes, procedures, and documentation to improve scalability, efficiency, and the overall customer experience.</li><li><b>Serve as a leader:</b> Handle high-profile escalations and act as a senior point of contact for strategic accounts, ensuring swift and effective resolution.</li></ul><h3>What you’ll need</h3><ul><li><b>6+ years</b> of experience in a technical support or customer service leadership role, <b>with experience managing a technical support team.</b></li><li><b>Program management expertise:</b> 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.</li><li><b>Strategic mindset:</b> 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.</li><li><b>Strong communication:</b> Exceptional communication, presentation, and negotiation skills with the ability to build trust and influence senior-level stakeholders and executives.</li><li><b>Proven business acumen:</b> An understanding of how support operations impact revenue, retention, and customer lifetime value.</li><li><b>Leadership:</b> Demonstrated ability to lead, motivate, and manage a diverse and high-performing team in a fast-paced environment.</li><li><b>Problem-solving:</b> Excellent analytical and problem-solving skills with the ability to make sound decisions under pressure.</li></ul><h3>About us</h3><p>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.</p><p>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.</p><p><b>Trust is backed by data – Forter is a recipient of over 10 workplace and innovation awards, including:</b></p><ul><li>Great Place to Work Certification (2021, 2022, 2023,2024 )</li><li>Fortune’s Best Workplaces in NYC (2022, 2023 and2024 )</li><li>Forbes Cloud 100 (2021, 2022, 2023, 2024 and2025 )</li><li>#3 on Fast Company’s list of “Most Innovative Finance Companies” (2022 )</li><li>Anti-Fraud Solution of the Year at the Payments Awards (2024 )</li><li>Fintech Breakthrough Awards – Best Fraud Prevention Platform (2023)</li></ul><h3>Life as a Forterian</h3><p>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.</p><p>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.</p><p>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.</p><p><b>Benefits</b></p><ul><li>Restricted Stock Units (RSUs)</li><li>Matching 401K Plan</li><li>Comprehensive and generous health insurance, including vision and dental coverage</li><li>Generous PTO policy</li></ul><p>Forter is a hybrid-remote employer. Team members are invited to work from the office at least 2 days per week. Details may vary by location and team.</p><p><b>Salary and application notes</b></p><p>Salary Range: <b>$132,000 - $148,000 CAD annually</b> + 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.</p><p>Forter does not accept agency resumes. Forter is an Equal Employment Opportunity employer. If you need assistance or an accommodation due to a disability, please email 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.</p></p>
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