Manager, Customer Support

About the role:

We are seeking an experienced Technical Support Manager to lead our technical support team. The ideal candidate will be responsible for ensuring exceptional customer service, overseeing technical support operations in our APAC region, and driving continuous improvement initiatives. This role requires a strong technical background, excellent leadership skills, and a passion for customer satisfaction.

What you’ll be doing:

• Lead and manage the technical support team, ensuring high levels of performance and productivity.
• Develop and implement support processes, procedures, and best practices to enhance customer experience.
• Monitor and analyze support metrics to identify trends, improve service quality, and optimize team performance.
• Collaborate with product development and engineering teams to resolve complex technical issues and provide feedback on product improvements.
• Train and mentor team members, fostering a culture of learning and professional growth.
• Handle escalated customer inquiries and complex technical issues to ensure timely resolution.
• Create and maintain documentation, including knowledge base articles, FAQs, and troubleshooting guides.
• Establish and maintain strong relationships with key stakeholders, both internally and externally.
• Stay current with industry trends, technologies, and best practices in technical support.

What you’ll need:

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 5 years of experience in technical support, with at least [2] years in a managerial role.
• Strong understanding of technical support methodologies and tools.
• Excellent problem-solving skills and the ability to think critically under pressure.
• Exceptional communication and interpersonal skills.
• Experience with customer relationship management (CRM) software and ticketing systems.
• Ability to lead and motivate a diverse team.
• Proven track record of improving support processes and customer satisfaction.

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)
• Fortune’s Best Workplaces in NYC (2022)
• #3 on Fast Company’s list of “Most Innovative Finance Companies” (2022)
• Forbes Cloud 100 (2021, 2022)
• 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 500 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 Nordstrom, Priceline, Instacart and ASOS 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 [email protected]. This information will be treated as confidential and used only for the purpose of determining an appropriate accommodation for the interview process.

Benefits:

• Competitive salary
• Comprehensive and generous health insurance, including vision and dental coverage
• Restricted Stock Units (RSUs)
• Generous PTO policy
• Half day Fridays Hybrid work:

At Forter, we have embraced a hybrid work model that combines the benefits of in-office collaboration with the flexibility of remote work. As part of this exciting approach, Team members are invited to work from the office at least 2 days per week. Within these two days, we encourage employees to join each week, for a department Team Day and for a Hub Day within each office. Your recruiter will share the specifics of these days.

Our hope is that a balance of in-person collaboration will aid massively in employee professional growth, development and relationship-building.

**Forter does not accept agency resumes. Please do not forward resumes to Forter (or any related) jobs alias or directly to any Forter employees. Forter will not be responsible for any fees related to unsolicited resumes.*

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