Forter Senior Director Customer Support 

United States, New York, New York 

798350100

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.

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)

Benefits:

• Competitive salary
• Restricted Stock Units (RSUs)
• Matching 401K Plan
• Comprehensive and generous health insurance, including vision and dental coverage
• Generous PTO policy
• Half day Fridays

Salary Range: $210,000 - $270,000 annually + bonus + equity + benefits