About the role:

As a Senior Manager of Customer Support, you will play a pivotal role in upholding our company's commitment to delivering world-class customer service. Leading a team of dedicated support professionals, your role will encompass everything from strategic planning to hands-on leadership. This position is perfect for someone who thrives in dynamic environments, is passionate about cultivating team success, and is dedicated to ensuring customer satisfaction.

The Senior Manager of Customer Support is a leadership position responsible for shaping and guiding our client support operations. At the core, this role revolves around ensuring that our customers receive unmatched support experiences while fostering growth, continuous improvement, and alignment within the team.

What you'll be doing:

Team Leadership - Manage, coach, and develop a team of customer support representatives and supervisors, ensuring they are equipped with the necessary training and resources.
Performance Monitoring & Analysis - Regularly evaluate team and individual performance, offering feedback and implementing performance improvement plans when necessary. Drive initiatives aimed at enhancing customer satisfaction, support efficiency, and team morale.
Stakeholder Collaboration - Work closely with other departments, especially customer success, product, and implementations, to relay customer feedback and collaborate on holistic service strategies.
Operational Excellence - Oversee the day-to-day operations of the customer support department, ensuring processes are streamlined and effective.
Customer Escalations - Handle escalated customer issues with grace and professionalism, ensuring resolution and maintaining the brand's reputation.
Continuous Improvement - Drive initiatives aimed at enhancing customer satisfaction, support efficiency, and team morale.
Customer Management - Provide dedicated oversight and management for 1-2 major customer accounts, ensuring their needs are prioritized, understood, and addressed effectively.

What you'll need:

6+ years of customer service/support leadership roles, with proven experience in applying best practices in customer support
Exceptional judgement regarding escalation management and incident resolution as well as the ability to make timely decisions from both business and technical standpoints
Proven ability to cultivate strong working relationships cross-functionally to drive effective teamwork and communication
Experience working with relevant tooling including ticketing systems such as Salesforce, JIRA, Asana, PagerDuty
Demonstrated ability to communicate customer issues in a meaningful way to both technical and business audiences at various levels of seniority
Demonstrated experience in process improvement and implementing best practices
Experience troubleshooting tech issues and relaying information in an digestible way to customers required
Experience and understanding of APIs, SQL Scripting and/or JavaScript
Attention to detail, excellent organizational skills, superior time management

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:

Great Place to Work Certification (2021, 2022, 2023)
Fortune's Best Workplaces in NYC (2022)
#3 on Fast Company's list of "Most Innovative Finance Companies" (2022)
Forbes Cloud 100 (2021, 2022)
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 500 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 Nordstrom, Priceline, Instacart and ASOS 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. 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
Stock Options
$500 CAD per month reimbursement for supplementary health plan of your choosing
WiFi / Phone Stipend and Home Office Allowance
Generous PTO policy
Half day Fridays

*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.

Forter's Applicant Privacy Policy

Summary
Company name: Forter
Remote job title: Senior Manager, Customer Support
Job tags: PagerDuty, Organization Skills, SQL