Senior Manager for Customer Support, Forter
CA$132-148k
+ Restricted Stock Units + bonus
Fraud prevention platform
Job no longer available
Fraud prevention platform
501-1000 employees
Job no longer available
CA$132-148k
+ Restricted Stock Units + bonus
501-1000 employees
Company mission
To build trust in e-commerce by eliminating fraud for online merchants and marketplaces.
Role
Who you are
- 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
What the job involves
- We are seeking an experienced and strategic Senior Manager, Customer Support to 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
- The ideal candidate will be responsible for helping scope and execute our regional support strategy, managing a team of technical support engineers, and driving key initiatives that enhance customer experience
- This includes spearheading the evaluation and implementation of new technologies, with a specific focus on leveraging AI and automation to create a world-class, highly scalable support model
- 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
Our take
Forter provides new generation fraud prevention to meet the challenges faced by modern enterprise e-commerce. The system eliminates the need for rules, scores or manual reviews, making fraud prevention friction-free.
The result is fraud prevention that is invisible to buyers and empowers merchants with increased approvals, smoother checkout and the near elimination of false positives - meaning more sales and happier customers.
Behind the scenes, Forter’s machine learning technology combines advanced cyber intelligence with behavioural and identity analysis to create a multi-layered fraud detection mechanism.
The company had previously announced IPO plans; however, it has yet to move forward with this venture. Since its $300M investment round in 2021, the company has made several acquisitions, strengthening its fraud prevention solution stack.
Steph
Company Specialist at Welcome to the Jungle
Insights
2% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
May 2021
$300m
SERIES F
Nov 2020
$125m
SERIES E
Total funding: $528m
Company benefits
- Vision & Dental Benefits
- Fitness Subsidies
- 25 days holiday (excl. bank holidays)
- Work from home opportunities
- Health insurance
Company HQ
Midtown East, New York, NY
Leadership
Liron Damri
(Co-Founder & President)Previously worked for 5 years at Paypal, holding various positions such as Head of Americas Analytics, Business Analytics (ARS) and Strategy and Business Development, LATAM. He served as Forter's COO until 2017
Michael Reitblat
(Co-Founder & CEO)Previously VP Product and Board Member at Pango Parking for 4 years and Military Intelligence Officer at Israeli Intelligence Corps - Cyber Command for 3 years
Salary benchmarks
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