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Senior Director of Customer Support

Forter

Forter

Customer Service, Sales & Business Development
New York, NY, USA
Posted on Friday, January 26, 2024

About the role:

The Global Senior Director of Technical Customer Support plays a pivotal role in ensuring the highest level of customer satisfaction by leading and overseeing all aspects of technical support operations on a global scale. This senior leadership position requires a strategic and results-driven individual with exceptional technical acumen, leadership skills, and a passion for delivering world-class customer support.

At the core, this role revolves around ensuring our customers receive unmatched support experiences while fostering growth, continuous improvement, alignment, and operational excellence within the team.

What you’ll be doing:

  • Develop and communicate a global technical support strategy aligned with the company's overall customer service vision.
  • Provide strong leadership to the technical support team, fostering a culture of excellence, innovation, and customer-centricity.
  • Set clear objectives, performance metrics, and KPIs to monitor and improve support operations.
  • Implement best practices, processes, and tools to optimize support operations and enhance customer experiences.
  • Lead, mentor, and manage a diverse team of technical support managers across multiple locations.
  • Foster a collaborative and inclusive work environment promoting continuous learning and growth.
  • Champion the voice of the customer within the organization, advocating for changes and improvements based on customer feedback and insights.
  • Lead day-to-day technical support operations, ensuring efficient incident resolution and timely response to customer inquiries.
  • Monitor and analyze metrics and customer feedback to uncover and enable continuous improvement of customer outcomes.
  • Collaborate with cross-functional leaders to proactively identify and address customer needs.
  • Develop and execute strategies for proactive customer education and self-service resources.
  • Manage budgetary responsibilities for the technical support department, optimizing resource allocation for maximum efficiency and effectiveness.
  • Make recommendations for technology investments and resource allocation to support the evolving needs of the organization.

What you’ll need:

  • 8+ years of customer service/support leadership roles, with proven experience in leading global teams.
  • Expertise in creating a clear and inspirational vision and strategy for your teams.
  • Exceptional judgment 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.
  • 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.
  • A customer-centric mindset, always looking to deliver the best outcomes for Forter customers.

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 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.

Benefits:

  • Competitive salary
  • Stock options
  • Matching 401K Plan
  • Comprehensive and generous health insurance, including vision and dental coverage
  • Home office allowance
  • 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 2 days per week. Within these two 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: $210,000 - $275,000 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.