Senior Director, Customer Support id-12159
About the role:
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.
Other Jobs You May Be Interested In
Remote Data Entry, No Experience, $40/hr, Part-Time
Virtual Assistant, $45/hr, Remote, No Experience, Night Job
Entry-Level Remote Data Entry, $50/hr, Evening Job
Customer Support, No Degree, $40/hr, Remote, Weekend Job
Remote Phone Job, $42/hr, Part-Time, College Student Friendly
Virtual Assistant, $40/hr, Remote, No Degree, Night Job
Part-Time Data Entry, $45/hr, Remote, College Student Friendly
Remote Moderator, No Degree, $50/hr, Evening, Weekend Job
Remote Customer Support, $42/hr, Night Job, No Experience
Live Chat Support, $40/hr, Remote, Entry Level, Part-Time
Virtual Assistant, Remote, $42/hr, Weekend, No Experience
Remote Data Entry, $45/hr, No Degree, Night Shift
Part-Time Customer Support, $40/hr, Remote, College Student
Remote Live Chat, $50/hr, Part-Time, Evening/Night Job
Entry Level Phone Job, $42/hr, Remote, No Degree Required
Weekend Data Entry, $45/hr, Remote, No Experience
Remote Virtual Assistant, $40/hr, Evening, Part-Time Job
Remote Moderator, $42/hr, Part-Time, Weekend, No Degree
Data Entry, $45/hr, Remote, Night Shift, College Student Job
Phone Support, Remote, $50/hr, No Experience, Part-Time
Virtual Assistant, No Experience, $42/hr, Remote, Weekend
Remote Customer Support, $45/hr, Part-Time, College Student
Data Entry, Remote, $40/hr, Night Shift, No Degree
Evening Virtual Assistant, Remote, $45/hr, No Experience
Weekend Customer Support, $42/hr, Remote, College Student
Remote Data Entry, $50/hr, No Experience, Evening/Night Job
Remote Live Chat, $40/hr, Part-Time, No Degree Required
Virtual Assistant, $42/hr, Remote, Weekend, Entry Level
Remote Phone Support, $45/hr, Evening, No Experience Required
Data Entry, No Experience, $50/hr, Remote, College Student
Remote Moderator, $40/hr, Weekend, No Degree, Part-Time
Live Chat Support, Remote, $42/hr, Night Shift, College Student
Phone Job, $50/hr, Remote, No Degree, Part-Time, Weekend
Data Entry, $45/hr, Remote, Evening, No Experience Required
Virtual Assistant, No Experience, $42/hr, Remote, Part-Time
Remote Customer Support, $50/hr, Night Shift, No Degree
Remote Data Entry, $40/hr, College Student Friendly, Part-Time
Live Chat Support, $42/hr, Weekend, Remote, No Degree
Virtual Assistant, Remote, $45/hr, Evening, No Experience
Remote Phone Job, $50/hr, College Student, Night Shift
Remote Moderator, $42/hr, Weekend, No Experience Required
Data Entry, No Degree, $45/hr, Part-Time, Remote Job
Customer Support, $50/hr, Remote, Evening/Night Job, No Degree
Virtual Assistant, $42/hr, Remote, Weekend, No Degree
Remote Live Chat, $45/hr, College Student, No Experience
Remote Data Entry, $40/hr, Part-Time, No Degree Required
Phone Support, $50/hr, Weekend, Remote, No Experience
Virtual Assistant, $42/hr, Evening, Remote, No Degree
Remote Customer Support, $45/hr, No Experience, Part-Time
Data Entry, $50/hr, Night Job, No Degree, Remote
Remote Moderator, $40/hr, College Student Friendly, Part-Time
Virtual Assistant, Remote, $42/hr, Weekend, No Experience
Remote Phone Job, $45/hr, Part-Time, No Degree Required
Customer Support, $50/hr, Night Job, Remote, No Experience
Data Entry, Remote, $42/hr, Evening Job, No Degree
Live Chat Support, $45/hr, Weekend, Remote, College Student
Virtual Assistant, Remote, $50/hr, Part-Time, Night Shift
Data Entry, $40/hr, No Experience, Remote, Weekend Job
Remote Phone Job, $45/hr, No Degree, College Student Friendly
Customer Support, $42/hr, Remote, Evening, No Experience
Virtual Assistant, $50/hr, Weekend, No Degree, Remote
Remote Data Entry, $40/hr, Part-Time, College Student Job
Phone Support, Remote, $42/hr, Evening/Night Shift
Virtual Assistant, No Degree, $45/hr, Remote, Part-Time
Live Chat Support, $50/hr, Remote, No Experience Required
Remote Moderator, $42/hr, College Student, Weekend Job
Data Entry, $45/hr, Remote, Night Job, No Degree
Virtual Assistant, $50/hr, Remote, Part-Time, Evening Job
Remote Customer Support, $42/hr, Weekend, No Experience
Phone Job, $45/hr, Remote, Night Shift, No Degree
Remote Live Chat, $50/hr, College Student, No Experience
Data Entry, $40/hr, Part-Time, Remote, Weekend Job
Virtual Assistant, $42/hr, Remote, No Experience, Evening
Remote Phone Support, $45/hr, Night Job, College Student
Remote Moderator, $50/hr, No Degree, Weekend, Part-Time
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.
About us:
Digital commerce is built on trust. At every point along the eCommerce journey, businesses must make a critical decision: Can I trust this customer? Answering this simple question accurately and instantly is powerful-it can accelerate revenue growth and strengthen a company's connection with its customers. How do we do it? Forter was founded on the insight that it's not about what is being purchased, nor where- but who is behind the interaction.
The Forter Decision Engine finds patterns across more than one billion identities in our dataset. We isolate fraudsters and protect customers-ensuring everyone gets the experience they deserve. Given that trust is central to how we operate, Forter is very much driven by a defined set of values. We attract remarkable talent and have retention and engagement levels that are well above benchmarks. We're meticulous about strengthening our culture as we grow and ensuring this is an environment where people can have outsized impact.
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, 2024)
- Fortune's Best Workplaces in NYC (2022, 2023 and 2024)
- Forbes Cloud 100 (2021, 2022, 2023 and 2024)
- #3 on Fast Company's list of "Most Innovative Finance Companies" (2022)
- Anti-Fraud Solution of the Year at the Payments Awards (2024)
- SAP Pinnacle Awards "New Partner Application Award" (2023)
- Fintech Breakthrough Awards - Best Fraud Prevention Platform (2023)
Life as a Forterian:
We are a team of over 600 Forterians spread across 3 different continents. Since 2013, we've raised $525 million from investors such as Tiger Global, Bessemer, Sequoia Capital, March Capital and Salesforce Ventures. We're on a mission to bring trust to global digital commerce so that companies like Adobe, ASOS, eBay, Instacart, Priceline and Nordstrom can block fraud, drive revenue and improve customer experience.
At Forter, we believe unique people create unique ideas, and valuable experience comes in many forms. So, even if your background doesn't match everything we have listed in the job description, we still encourage you to apply and tell us why your skills and values could be an asset to us. By welcoming different perspectives, we grow together as humans and as a company.
Forter is an Equal Employment Opportunity employer that will consider all qualified applicants, regardless of race, color, religion, gender, sexual orientation, marital status, gender identity or expression, national origin, genetics, age, disability status, protected veteran status, or any other characteristic protected by applicable law.
If you need assistance or an accommodation due to a disability, please email us at interviewaccommodation@forter.com. This information will be treated as confidential and used only for the purpose of determining an appropriate accommodation for the interview process.
