Customer Representative jobs in Canada
Forter Senior Manager Customer Support Canada, Ontario, Toronto
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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
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MongoDB Senior Customer Success Manager Canada, Ontario, Toronto
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This role can be based hybrid out of our Toronto office.
Our ideal candidate will have- 7+ years experience working in Customer Success, Account Management, Client Services or other similarly customer-centric role
- A background and passion for advocating on behalf of your customers - this role should act as an extension of our customers team within MongoDB
- A mind for technology - we’ll teach you about MongoDB and databases, but our customers and product are inherently technical and you should have an aptitude and curiosity to learn about those concepts
- The ability to act with a high level of autonomy, you will be expected to take full ownership of your customer portfolio and make key decisions to drive effective customer outcomes; including deciding when to include our executive team or c-suite in customer escalations, how to de-risk or de-escalate customer issues and conflict and advocating to internal teams including sales, professional services, etc
- An entrepreneurial mindset - you will be required to both deviate from established procedure and often build entirely new process or practices to ensure we best serve this customer segment
- Team player and passion for collaboration - this role will work with some of our most strategic growth customers so must align closely to Sales, Professional Services, Tech Services, and the broader MDB ecosystem
- Prior exposure to database, cloud, and infrastructure technology is a plus
- Work as a strategic advisor to your customer providing them with guidance on MongoDB best practices and their overall technology strategy; this could include running enablement sessions alone or with another internal MongoDB team members, advising the customer on strategies to optimize their technical environment or current spend with MongoDB, positioning and recommending product features and best practices to accelerate customers time to value and growth
- Collect feedback and identify roadblocks from customers to inform internal teams including Product, Professional Services, and Leadership on how MongoDB can build a stronger product and go to market organization
- Act as the link between our customers and product engineering to develop new innovative solutions. You will be key in building the future roadmap of our product by acting as the Product team’s eyes and ears in this field
- De-escalate and resolve critical customer issues and complaints by finding the best possible solution for both the customer and MongoDB; this could include anything from navigating a customer outage that has a financial impact on their business, to helping an application team devise a custom MongoDB solution or implementation for their critical application, no day is the same
- Build and execute account plans to mitigate risk and drive growth 3+ quarters out across your portfolio
- Lead in-person executive business reviews for strategic customers in your portfolio, including interfacing with C-suite executives and other technical leaders to align to business objectives and agree to a mutual success plan
- Work on strategic internal projects to help build the Customer Success program; our expectation is that anyone in this role has strong business acumen and the ability to create and teach best practices, new process, and enablement to the broader organization
- Document all customer interactions in internal systems, including Gainsight and Salesforce.com
- Provide feedback and guidance to leadership on key signals within MongoDB Atlas that indicate healthy or unhealthy customer accounts; as our product evolves, we’ll need to be constantly adjusting our engagement strategies based on these signals, which you’ll be in the best position to identify and share back with internal teams
- Manage the relationship with Sales Leadership and Account Executives in your territory, including reporting on business performance, training on best practices, and rolling out program updates to ensure sales people and leaders are abreast of best practices for interacting with Customer Success
- Forecast expected churn and growth to your senior leadership team
- Help interview, onboard and ramp new team members - as a more senior team member you will have an immediate role in who joins the team
- Act as a leader amongst your peers, running enablement sessions, product certifications and being vocal in team meetings to ensure those around you grow
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Boston Scientific Field Clinical Representative II - Riverside CA Canada
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Your responsibilities will include:
- Develop deep learning models to predict cardiac events using ECG and other physiological signals
- Apply signal processing techniques to clean, analyze, and interpret biosignals for device diagnostics and monitoring
- Support the design of AI/ML algorithms that enhance implantable device performance and patient outcomes
- Collaborate with engineers to integrate Python-based tools for data analysis, simulation, and model validation
- Contribute to feasibility studies exploring novel diagnostic features for heart rhythm detection
- Analyze large datasets from implantable devices to identify patterns and inform next-generation therapy development
Required Qualifications:
- Masters or Ph.D. student. Must have at least one semester of school left post-internship to qualify.
- Working towards a degree in Biomedical Engineering (EE emphasis), Electrical Engineering, Data Science, Neuroscience, or Mathematics.
- Must be able to start internship on May 18th or 26th, 2026 and work for 12 weeks
- Must have reliable transportation to/from work.
- Demonstrated ability to build and refine algorithms using statistical and analytical methods for data-driven innovation.
Preferred Qualifications:
- Proficient in Python, Kotlin, or Java, with hands-on experience using MATLAB for algorithm development, simulation, or signal processing
- Experience with AI/ML and deep learning-based prediction model development
- Experience working with/studying Electrocardiogram (ECG) and physiological signals using signal processing
- Medical device industry experience
- Excellent communication and collaboration skills
Maximum Salary: $ 71552
Compensation fornon-exempt (hourly), non-sales rolesmay also include variable compensation from time to time (e.g., any overtime and shift differential) and annual bonus target (subject to plan eligibility and other requirements).
Compensation forexempt, non-sales rolesmay also include variable compensation, i.e., annual bonus target and long-term incentives (subject to plan eligibility and other requirements).
For MA positions: It is unlawful to require or administer a lie detector test for employment. Violators are subject to criminal penalties and civil liability.
Please be advised that certain US based positions, including without limitation field sales and service positions that call on hospitals and/or health care centers, require acceptable proof of COVID-19 vaccination status. Candidates will be notified during the interview and selection process if the role(s) for which they have applied require proof of vaccination as a condition of employment. Boston Scientific continues to evaluate its policies and protocols regarding the COVID-19 vaccine and will comply with all applicable state and federal law and healthcare credentialing requirements. As employees of the Company, you will be expected to meet the ongoing requirements for your roles, including any new requirements, should the Company’s policies or protocols change with regard to COVID-19 vaccination.
Among other requirements, Boston Scientific maintains specific prohibited substance test requirements for safety-sensitive positions. This role is deemed safety-sensitive and, as such, candidates will be subject to a prohibited substance test as a requirement. The goal of the prohibited substance testing is to increase workplace safety in compliance with the applicable law.
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EY Senior Tax Staff - Customer Operations Reporting FATCA/CRS T... Canada, Ontario, Toronto
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As a senior tax staff, you will be a part of our Financial Services practice. This position offers excellent opportunities for learning and career advancement to the right candidate.
Your key responsibilities
As a senior tax staff, you will participate in and supervise multiple and challenging tax consulting engagements and to contribute to the delivery of innovative tax compliance support for our diverse clients.
- Conducting and documenting tax research and legislation interpretation and advising on operational tax models, tax compliance strategies, and compliance issues.
- Become part of the tax engagement team in servicing the planning and compliance needs of clients and assisting clients with compliance audits.
- Working closely with other members of our team on tax technical interpretation work for clients
- Establish relationships with clients and gain a solid understanding of their business.
- Develop technical skills by remaining up to date on trends, new developments and tax authority decisions, and apply them to moderately complex situations.
- Identify opportunities for providing consulting and other special services.
- Participate in and contribute to the attainment of team objectives.
To qualify for the role you must have
- Professional accounting designation or law degree is preferred.
- Minimum of 2-3 years Canadian or U.S. Corporate tax experience
- Ability to research and write utilizing electronic tax tools.
- Strong project management and organizational skills
- Ability to work with tight deadlines
Ideally, you’ll also have
- Previous experience dealing with clients within the financial services sector is strongly preferred
- Previous experience dealing with information exchange matters (FATCA, CRS) or information reporting and withholding matters
- Mature, proactive, committed, highly motivated and driven team player
What we look for
We offer a competitive compensation package where you’ll be rewarded based on your performance and recognized for the value you bring to our business. In addition, our Total Rewards package allows you decide which benefits are right for you and which ones help you create a solid foundation for your future. Our Total Rewards package includes a comprehensive medical, prescription drug and dental coverage, a defined contribution pension plan, a great vacation policy plus firm paid days that allow you to enjoy longer long weekends throughout the year, statutory holidays and paid personal days (based on province of residence), and a range of exciting programs and benefits designed to support your physical, financial and social well-being. Plus, we offer:
- Support and coaching from some of the most engaging colleagues in the industry
- Learning opportunities to develop new skills and progress your career
- The freedom and flexibility to handle your role in a way that’s right for you
Make your mark. Apply today.
EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets.
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EY Workplace Services Customer Service Coordinator 6-Month Cont... Canada, Ontario, Toronto
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As the Workplace Services Customer Service Coordinator –6 Month contract- you will be the first point of contact for the firm and the face of EY. You are a driven workplace services professional who enjoys working in tandem with your colleagues while striving to understand and anticipate customers’ needs to exceed expectations. Your key responsibilities also include:
- Greeting visitors: Receive & welcome visitors to the office in a professional, courteous manner
- Incoming calls: Answer queries and directs calls
- Electronic Visitor Log: Check visitors in & out, providing the appropriate security badge if needed, and informing appropriate EY staff of their arrival
- Security badges: Maintain and track visitor and temporary building and/or office security badges
- Meeting preparation: Coordinate meeting room bookings, help with room set up, tear down/clean up
- Assistance/ Backup WSG Support: Cross-trained to assist in various WSG areas such as the mailroom, security desk, facilities related duties, and taking on broader reception duties, to maintainseamless coverage and operational flexibility.
- Equipment management: Understand and operate office equipment, place service calls as needed
- Light housekeeping: wiping down counters, maintaining reception area
- Overtime required as needed
Skills and attributes for success
- Committed to contributing to a strong team culture to ensure success
- Develop and maintain relationships to efficiently leverage expertise
- Sound judgement regarding confidential and sensitive matters Aptitude to differentiate when to act independently or team with others
- Highly adaptable and always ready to tackle new priorities or unexpected situations with ease.
- Quick-thinking and responsiveness in a fast-paced environment, able to manage multiple tasks efficiently.
- Motivated to grow, open to feedback, and eager to expand knowledge and skills.
What we look for
- Exceptional client service experience
- Strong oral communication skills, including active listening
Ideally, you’ll also have
- Reception and general facilities experience
- Professional services firm experience
- Post-secondary education
What we offer
We offer a competitive compensation package where you’ll be rewarded based on your performance and recognized for the value you bring to our business. Plus, we offer:
- Support, coaching and feedback from some of the most engaging colleagues around
- Opportunities to develop new skills and progress your career
- The freedom and flexibility to handle your role in a way that’s right for you
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EY Customer Service Coordinator Vancouver Canada, British Columbia, Vancouver
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Your key responsibilities
As an Office Services clerk you are responsible for office services related activities. You are a driven professional who enjoys working in tandem with your WSG (Workplace Services Group) colleagues while striving to understand and anticipate customer’s needs to exceed expectations.
- Mail/Courier: sorting, distributing documents & packages, as well as preparing documents & packages for delivery.
- Equipment management: Understand and operate office equipment, place service calls as needed
- Supply provisioning & inventory control: Ordering, maintaining & distributing office supplies
- Occupational Health & Safety: Member of the OH&S committee
- Light housekeeping: wiping down counters, emptying dishwasher
- Reception relief: For breaks, lunches, other times away
- Scanning/photocopying/binding
- Office maintenance: Coordinating office/furniture repairs
- Meeting/Event preparation: Room setup, including catering, teardown/clean up.
- Overtime required as needed
Skills and attributes for success
- Committed to contributing to a strong team culture to ensure success
- Develop and maintain relationships to efficiently leverage expertise
- Sound judgement regarding confidential and sensitive matters
- Proven ability to meet multiple and/or unexpected deadlines in a demanding environment
What we look for
- Exceptional client service experience
- Aptitude to differentiate when to act independently or team with others
Ideally, you’ll also have
- Professional services firm experience
- Facilities experience
- Post-secondary education
What we look for
What we offer you
The salary range for this job in British Columbia is $40,000 to $60,000. Individual salaries within this range are determined through a wide variety of factors including but not limited to education, experience, knowledge, skills and work location city.
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Unity Senior Software Development Consultant Customer Success Cons... Canada, Quebec, Montreal
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L'opportunité
L’équipe de consultation pour le succès des clients de Unity est un groupe de développeur(se)s de logiciels et d’artiste(s) techniques hautement qualifié(e)s, possédant une expertise approfondie de la plateforme Unity, dont le principal objectif est d’aider nos client(e)s à améliorer leurs projets et leurs processus internes, ainsi qu’à les accompagner dans la résolution de problèmes techniques très complexes. Pour ce faire, nous offrons une gamme de services de consultation à court et à long terme, dont la durée peut varier d’une semaine à trois mois, voire davantage.Nous sommes à la recherche de développeur(se)s qui désirent partager leur expertise avec nos client(e)s et les accompagner dans l’atteinte de leurs objectifs. Notre clientèle comprend les secteurs des jeux vidéo, des médias et du divertissement (M&E), ainsi que l’industrie manufacturière. Si vous avez des compétences techniques, si vous êtes soucieux(se) des clients et si vous n’avez pas peur d’être constamment sorti(e) de votre zone de confort, ce poste est fait pour vous.
Ce poste implique de visiter nos clients et, en collaborant directement avec leurs leaders techniques, de les aider à optimiser leurs projets et leurs processus de travail tout en les sensibilisant aux meilleures pratiques. Notre équipe est sollicitée pour résoudre des problèmes complexes nécessitant un niveau d’expertise sur la plateforme Unity que seule Unity peut offrir.
À plus long terme, vous deviendrez un expert technique bien établi au sein de Unity. De nombreuses possibilités s’offrent à vous, y compris entreprendre une recherche personnelle, donner des présentations à des conférences, former des clients et des collègues, de même que guider la direction de Unity en prodiguant vos commentaires et vos conseils à nos équipes de recherche et développement.
Ce poste peut nécessiter des déplacements périodiques auprès des client(e)s et d’autres bureaux Unity, principalement en Amérique du Nord et généralement durant les jours de semaine. Vous devrez voyager soit très occasionnellement, soit jusqu’à 30 % du temps, selon vos intérêts et responsabilités.
Ce que vous allez faire
- Travailler avec les clients sur une base régulière pour les conseiller à court terme sur la façon de résoudre leurs problèmes de rendement et d’améliorer leurs processus existants, notamment en effectuant des visites sur place et virtuelles
- Établir des relations étroites avec les équipes de développement internes de Unity et leur fournir des cas d’utilisation et une rétroaction de la part des clients
- Résoudre les problèmes, communiquer et éduquer nos clients de façon efficace, tant à distance que dans leurs bureaux
- S’intégrer aux équipes de client(e)s externes afin de développer des applications et des outils interactifs
Ce que nous recherchons
- Capacité à développer et à déboguer du code écrit dans un vaste répertoire de code source multithread en C# ou C++, en utilisant un moteur multi-plateforme (p. ex. Unity, Unreal ou un moteur maison)
- Connaissance de la façon de profiler, d’analyser et d’améliorer la performance, des limitations de bas niveau aux décisions architecturales de niveau élevé
- Une expérience en matière de réalisation de plusieurs jeux ou d’autres applications interactives en temps réel, dont une compréhension robuste des cycles de vie du développement logiciel
- Une maîtrise de l’anglais écrit et parlé, ainsi que la capacité de guider les client(e)s en communiquant clairement des idées et des connaissances techniques au moyen de rapports écrits
- Une aisance à plonger dans des domaines qui ne relèvent pas de votre expertise pour mieux aider nos clients
Vous avez peut-être également
- Une expérience dans l’organisation de formations et de conférences spécialisées, ainsi que dans la rédaction d’articles et de documents techniques
- Une connaissance approfondie de la programmation graphique et une expérience dans l’écriture de nuanceurs.
Information supplémentaire
- Le support à la relocalisation n’est pas disponible pour ce poste
- Un visa de travail ou un parrainage de l’immigration n’est pas disponible pour ce poste
La vie chez Unity
Nous offrons une large gamme d’avantages visant à soutenir le bien-être de nos employé(e)s et favoriser l’équilibre entre vie professionnelle et vie personnelle. Vous pouvez en lire davantage sur notre .Unity [NYSE: U] est la principale plateforme pour créer et développer des jeux ainsi que des expériences interactives. Des créateurs, allant du développeur de jeux aux artistes en passant par les architectes, les concepteurs automobiles, les experts en infrastructure, les cinéastes et plus encore utilisent Unity pour donner vie à leur imagination à travers plusieurs plateformes, notamment mobile, PC et console ainsi que l’informatique spatiale.
Au quatrième trimestre 2024, plus de 70% des 1000 jeux mobiles les mieux classés ont été réalisés avec Unity, et en 2024, les applications créées avec Unity ont enregistré en moyenne 3,7 milliards de téléchargements par mois. Pour plus d’informations, veuillez consulter le site .
Unity est un employeur fier de garantir l’égalité des chances. Nous nous engageons à favoriser un environnement inclusif et innovateur et à célébrer nos employés à travers l’âge, l’éthinicité, la couleur, l’ascendance, l’origine nationale, la religion, le handicap, le sexe, l’identité ou l’expression de genre, l’orientation sexuelle ou tout autre statut protégé conformément à la loi applicable. Si vous êtes en situation de handicap ou avez des besoins spécifiques nécessitant des aménagements pour que votre entretien se déroule dans les meilleures conditions, nous vous invitons à remplir afin de nous en informer et que nous puissions faire le nécessaire.
Ce poste exige que son ou sa titulaire possède une connaissance de l’anglais qui soit suffisante pour lui permettre d’avoir des échanges professionnels verbaux et écrits dans cette langue, puisque l’accomplissement des tâches liées à ce poste nécessite des communications fréquentes et régulières avec des collègues et partenaire situés à l’échelle mondiale et dont la langue commune est l’anglais.
Les chasseurs de têtes et les agences de recrutement ne peuvent pas soumettre résumes/CV par ce site Web ou directement aux superviseurs. Unity n’accepte pas des chasseurs de têtes non sollicités et des résumés (CV) d’agence. Unity ne payera pas d’honoraires à aucune agence tierce ou entreprise qui n’a pas signé d’ententes avec Unity.
La protection de votre vie privée est importante pour nous. Veuillez prendre un moment pour consulter nos politiques de confidentialité pour et les . Si vous avez des questions concernant la protection de votre vie privée, veuillez nous contacter à DPO@unity.com.
The opportunity
The Unity Customer Success Consulting team is a group of highly skilled Software Developers and Technical Artists with deep expertise in the Unity platform, whose main goal is to help our customers improve their projects and internal workflows and assist them in the resolution of very challenging technical problems. In order to do this, we provide a series of short-term and long-term consulting services which can range in duration from one week to three months and beyond.We’re looking for developers who want to share their expertise with our customers and help them achieve their goals. Our customer base spans the video games, media and entertainment (M&E), and manufacturing industries. If you're technically skilled, customer-focused, and are not afraid of constantly being pushed out of your comfort zone, this job will suit you.
This position involves visiting our customers and, by collaborating directly with their technical leaders, helping them optimize their projects and workflows while also educating them on best practices. Our team is asked to resolve challenging problems requiring a level of expertise in the Unity platform that only Unity can help with.
In the longer term, you'll become an established technical expert within Unity. You can pursue opportunities including personal research, speaking at conferences, delivering training to customers and colleagues, and guiding Unity's direction by providing feedback and advice to our R&D teams.
This role may involve periodic travel to customers and other Unity offices, primarily within North America and usually during weekdays. You will be asked to travel either very occasionally or up to 30% of the time depending on your interests and responsibilities.
What you'll be doing
- Work with customers on a regular basis for short-term consultations and give them advice on how to resolve their performance issues and improve their existing workflows, including on-site and remote visits
- Build close relationships with Unity's internal development teams and provide customer feedback and use cases to them
- Efficiently solve problems, communicate, and educate our clients, both remotely and on-site at their offices
- Become embedded with external customer teams to develop interactive applications and tools
What we're looking for
- Ability to develop and debug code written in a large multithreaded C# or C++ codebase, using a multi-platform engine (e.g. Unity, Unreal, in-house)
- Knowledge on how to profile, analyze, and improve performance, from low-level limitations to high-level architectural decisions
- Experience in shipping multiple games or other real-time interactive applications, including a solid understanding of software development lifecycles
- Fluency in written and spoken English, and able to guide customers by clearly communicating ideas and technical knowledge via written reports
- Comfortable diving into areas outside of their expertise in order to help our customers
You might also have
- Experience in delivering training/technical talks and writing technical articles/documentation
- Deep graphics programming knowledge and experience writing shaders
Additional information
- Relocation support is not available for this position
- Work visa/immigration sponsorship is not available for this position
Life at Unity
We offer a wide range of benefits designed to support employees' well-being and work-life balance. You can read more about them on our .Unity [NYSE: U] is the leading platform to create and grow games and interactive experiences. Creators, ranging from game developers to artists, architects, automotive designers, infrastructure experts, filmmakers, and more, use Unity to bring their imaginations to life across multiple platforms, from mobile, PC, and console, to spatial computing.
As of the third quarter of 2024, more than 70% of the top 1,000 mobile games were made with Unity, and in 2024, Made with Unity applications had an average of 3.7 billion downloads per month. For more information, please visit .
Unity is a proud equal opportunity employer. We are committed to fostering an inclusive, innovative environment and celebrate our employees across age, race, color, ancestry, national origin, religion, disability, sex, gender identity or expression, sexual orientation, or any other protected status in accordance with applicable law. Our differences are strengths that enable us to support the growing and evolving needs of our customers, partners, and collaborators. If you have a disability that means there are preparations or accommodations we can make to help ensure you have a comfortable and positive interview experience, please fill out to let us know.
This position requires the incumbent to have a sufficient knowledge of English to have professional verbal and written exchanges in this language since the performance of the duties related to this position requires frequent and regular communication with colleagues and partners located worldwide and whose common language is English.
Headhunters and recruitment agencies may not submit resumes/CVs through this website or directly to managers. Unity does not accept unsolicited headhunter and agency resumes. Unity will not pay fees to any third-party agency or company that does not have a signed agreement with Unity.
Your privacy is important to us. Please take a moment to review our and . Should you have any concerns about your privacy, please contact us at DPO@unity.com.
#SEN #LI-LM1
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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
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