Senior Director, Global Customer Support

Position Overview: The Senior Director, Global Customer Support is a key executive leader responsible for defining and executing Prove’s worldwide support vision, strategy, and operational framework. This role oversees a dual-shore support delivery model, leading US-based technical support and escalation teams while managing offshore support operations and BPO/vendor partners globally. The leader drives continuous evolution of the global support ecosystem to ensure world-class customer experience, SLA performance, and scalable support architectures supporting rapid enterprise growth, optimizing scope, capacity, and productivity of each support tier. Collaborates closely with Product, Engineering, Revenue, and Customer Success to champion the voice of the customer, transform support through AI and self-service automation, and foster a culture of technical excellence. Key Responsibilities: — Build, scale, and lead a high-performing global support organization with US-based engineers and offshore multi-tier support teams. — Direct offshore vendor partnerships, BPO relationships, and captive international teams ensuring seamless follow-the-sun coverage, quality assurance, and aligned culture. — Inspire, mentor, and develop career pathways for support managers, leads, and engineers across US and international hubs. — Define and execute global technical support strategy aligned with organizational goals and enterprise customer growth. — Assess team capabilities and optimize skills to reduce burden on internal teams. — Establish, monitor, and optimize global performance frameworks including CSAT, SLA attainment, Aging, MTTR, First Contact Resolution, and Escalation Rates. — Design and enforce standardized operating procedures across domestic and offshore teams for consistent high-quality service delivery. — Provide real-time dashboards and consistent executive reporting on customer support health, bottlenecks, and top customer issues. — Drive technology priorities and infrastructure investments across ticketing, CRM, telephony, and knowledge management systems. — Implement AI-driven workflows, generative AI tools, and proactive self-service capabilities to deflect transactional inquiries and empower support teams. — Deliver executive-level operational dashboards and insights to quantify support business impact and identify root-cause trends. — Define and implement escalation management processes for critical platform incidents and high-value enterprise customer issues. — Design internal escalation flows with visibility into bottlenecks and aging issues. — Partner with Product, Engineering, Platform Engineering, and Revenue leadership to channel support insights into product roadmap improvements and defect remediation. — Collaborate with Sales and Customer Success teams to optimize retention, expansion, and customer onboarding experiences. Qualifications and Experience: — 12–15+ years of progressive leadership experience in enterprise technical support, customer operations, or customer success within global SaaS, fintech, identity, or complex cloud API environments. — 5+ years leading multi-tier global support organizations at Director or Senior Director level. — Proven success managing distributed teams across US and offshore delivery centers or third-party outsourcing (BPO) partners. — Strong technical depth in enterprise SaaS software, API integrations, cloud environments, and contact center technology ecosystems such as Salesforce Service Cloud, Zendesk, Jira, PagerDuty, and AI platform tooling. — Demonstrated ability to build, analyze, and optimize core support KPIs, root-cause models, and cost-per-ticket metrics. — Exceptional verbal and written presentation skills with experience delivering operational reviews to C-suite stakeholders and enterprise clients. — Bachelor’s degree in Computer Science, Information Technology, Business Administration, or equivalent practical experience; Master’s or MBA preferred. Benefits & Perks: — Competitive salaries, bonus plan (for eligible roles), and equity plan. — Modern Health for financial, mental, and physical wellness. — 401(k) Retirement Plan & Match (US Offices) and Local Country Pension (International Offices). — Unlimited vacation and flexible hours. — Comprehensive medical benefits for employees and their families. — Emotional & Physical Wellness services including EAP & Prove Well-Being Reimbursement. — Bottomless snacks & beverages at certain office locations. — Daily GrubHub stipend for lunch if coming into the office (US Offices). Equal Opportunity Employment: Prove is committed to providing equal employment opportunity regardless of race, color, religion, gender or sexual orientation, age, marital status, national origin, citizenship status, disability, veteran status, or other personal characteristics. 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