Senior Director, Customer Support

As the Senior Director of Customer Support at Forter, your responsibilities will include developing and executing a global technical support strategy, providing leadership to the support team, setting performance metrics, and implementing best practices to optimize customer experiences. You will also lead daily operations and advocate for customer needs.

To qualify for the Senior Director of Customer Support role at Forter, candidates should have 8+ years in customer service or support leadership roles, a proven track record in global team leadership, and significant experience in implementing process improvements and best practices in customer support.

At Forter, we promote a culture of growth by encouraging continuous learning and collaboration. As Senior Director of Customer Support, you will lead a diverse team and create an inclusive environment that values feedback, innovation, and professional development.

The Senior Director of Customer Support at Forter plays a crucial role in advocating for the voice of the customer. By focusing on creating effective support strategies and ensuring timely incident resolution, you help maintain the trust that is central to Forter’s mission in digital commerce.

The work environment at Forter is dynamic and flexible, emphasizing a hybrid work model. As the Senior Director of Customer Support, you will foster collaboration with your team, contributing to a positive company culture that values employee engagement and professional growth.

When asked about your leadership style, focus on your ability to inspire and motivate teams, your emphasis on collaboration, and how you foster a culture of continuous improvement. Share specific examples where your leadership positively impacted team performance.

In answering this question, emphasize your systematic approach to escalation management. Highlight your ability to stay calm under pressure, use data-driven decision-making, and your commitment to resolving customer issues effectively.

Discuss various metrics and KPIs you have employed to track support operations. Explain your strategies for data analysis, process improvements, and emphasizing a customer-centric approach in your teams.

Describe ways you encourage feedback, celebrate successes, and create an open environment for new ideas. Share specific examples where you've implemented innovative ideas to enhance customer support.

Focus on your experience leading diverse teams across different regions. Discuss how you overcame cultural differences and leveraged collaboration to achieve shared goals.

Explain your methods for gathering customer insights and how you communicate those findings to relevant stakeholders. Highlight instances where you've successfully influenced organizational changes based on customer feedback.

Mention specific tools you have used in the past, and discuss how they helped improve efficiency. Highlight your willingness to adapt to new technologies that can enhance customer experiences.

Demonstrate your understanding of Forter's mission by discussing how you communicate company values to your team and set clear objectives that reflect those values in support operations.

Share innovative ideas for developing self-service resources. Discuss the importance of providing educational materials and how these can lead to improved customer satisfaction and efficiency in operations.

Emphasize your commitment to diversity and inclusion by discussing how you encourage contributions from all team members and create opportunities for everyone to express their ideas and feedback.