Senior Director, Customer Support

Job Description

Forter is seeking a Senior Director of Customer Support to lead global technical support operations. The role involves ensuring customer satisfaction through strategic leadership, team management, and process optimization. The Senior Director will develop and communicate a global technical support strategy, lead a diverse team, and champion the voice of the customer within the organization. They will also manage budgetary responsibilities and collaborate with cross-functional leaders to address customer needs.Role involves:

• Developing and communicating a global technical support strategy.
• Leading and mentoring a diverse team of technical support managers.
• Championing the voice of the customer within the organization.
• Leading day-to-day technical support operations.
• Managing budgetary responsibilities for the technical support department.

Requirements:

• 8+ years of customer service/support leadership roles, with experience in leading global teams.
• Expertise in creating a clear and inspirational vision and strategy.
• Exceptional judgment regarding escalation management and incident resolution.
• Proven ability to cultivate strong working relationships cross-functionally.
• Demonstrated ability to communicate customer issues effectively.
• Demonstrated experience in process improvement and implementing best practices.
• A customer-centric mindset.

Forter offers:

• Competitive salary
• Restricted Stock Units (RSUs)
• Matching 401K Plan
• Comprehensive and generous health insurance
• Generous PTO policy
• Half day Fridays
• Hybrid work model