Senior Director of Customer Support, Forter
$210-270k
+ RSUs + Bonus
2+ days a week in office
Fraud prevention platform
Open for applications
Fraud prevention platform
501-1000 employees
Open for applications
$210-270k
+ RSUs + Bonus
2+ days a week in office
501-1000 employees
Company mission
To build trust in e-commerce by eliminating fraud for online merchants and marketplaces.
Role
Who you are
- 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
What the job involves
- The Global Senior Director of Technical Customer Support plays a pivotal role in ensuring the highest level of customer satisfaction by leading and overseeing all aspects of technical support operations on a global scale
- This senior leadership position requires a strategic and results-driven individual with exceptional technical acumen, leadership skills, and a passion for delivering world-class customer support
- At the core, this role revolves around ensuring our customers receive unmatched support experiences while fostering growth, continuous improvement, alignment, and operational excellence within the team
- 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
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 behavioral 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 $300 M 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
Alon Shemesh
(Chief Analyst)Previously worked for 5 years at Paypal, holding various positions such as Risk Analytics Automation Manager and Manager of Decision Strategy
Liron Damri
(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
(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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