Forter Senior Manager Customer Support 

Canada, Ontario, Toronto 

589840584

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