Senior Manager Customer Support jobs at Forter in Canada, Toronto

About the role:

We are seeking an experienced and strategicto 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.

What you’ll 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 you’ll 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.

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, 2023 and )
• Forbes Cloud 100 (2021, 2022, 2023,2024 and )
• #3 on Fast Company’s list of “Most Innovative Finance Companies” ( )
• Anti-Fraud Solution of the Year at the Payments Awards ( )
• SAP Pinnacle Awards “New Partner Application Award” (2023)
• Fintech Breakthrough Awards – Best Fraud Prevention Platform (2023)

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

Salary Range:+ bonus + equity + benefits

Forter is looking for ato manage our eCommerce Platform & Ecosystem Connectivity domain. Reporting to VP of Product, Platform Innovation this role is foundational to extending the reach and impact of our Digital Trust Platform. You will own the strategy, roadmap, and execution for building and scaling the infrastructure that allows retailers to plug into our platform.

What you’ll be doing:

• Own a suite of strategic initiatives within your domain. Define the vision, strategy and roadmap for the domain, delivering complex, global projects end-to-end.
• Collaborate cross-functionally with Engineering, BD Partnerships, Marketing, Solution Consulting and Customer Success teams to prioritize and deliver capabilities that unlock new channels and accelerate go-to-market.
• Develop a deep understanding of both Forter and partners’ ecosystems to inform product direction and differentiation.
• Translate partner and customer needs into clear, actionable business cases and technical product requirements.
• Establish and monitor success metrics, continuously iterate based on insights from customer usage, performance, and feedback.
• Use customer and market feedback, competitive analysis and business metrics to inform product direction and requirements. Manage the overall product plan through a thorough analysis of the tradeoffs and relative priorities.
• Serve as a thought leader internally and externally on integration best practices and ecosystem strategy.
• Partner with stakeholders to co-own the GTM plan and ensure proper enablement and education to GTM teams, customers and the field on new features.

What you’ll need:

• 7+ years of experience as a Product Manager with proven experience to specify and deliver quality products.
• Strong technical fluency and ability to work closely with engineering on architecture, tradeoffs, and platform scalability. Experience building and scaling APIs, SDKs, or integration frameworks in a B2B or enterprise SaaS environment.
• Proven ability to manage complex projects providing all relevant deliverables to ensure seamless execution
• Excellent collaboration consensus building and facilitation skills with both technical and non technical stakeholders. Specifically, demonstrated ability to process large amounts of inconsistent information and drive forward decisions based on an objective fact base.
• Experience working at a high growth company
• Self-starter with the ability to work through ambiguity and to do whatever it takes to make your product and team successful

Nice to Have:

• Familiarity with embedding plugins within common eCommerce, payment, and identity platforms such as Salesforce, Shopify, Auth0, etc.
• In depth knowledge of Salesforce ecosystem and architecture across different cloud services (Commerce Cloud, Service Cloud, etc..)
• Experience working with extending Platform APIs to effectively be leveraged by Agentic AI interfaces
• Technical experience such as designing APIs for SaaS services
• Experience working with online retail customer

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, 2023 and )
• Forbes Cloud 100 (2021, 2022, 2023 and )
• #3 on Fast Company’s list of “Most Innovative Finance Companies” ( )
• Anti-Fraud Solution of the Year at the Payments Awards ( )
• SAP Pinnacle Awards “New Partner Application Award” (2023)
• Fintech Breakthrough Awards – Best Fraud Prevention Platform (2023)

• Competitive salary
• Restricted Stock Units (RSUs)
• $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

Salary Range:+ bonus + equity + benefits