Senior Director, Global Support

This is a fully remote position, open to applicants in United States.

📋 Description

• Develop and implement Prove’s global support vision, strategy, and operational framework.

• Oversee US-based technical support and escalation teams while managing offshore support operations and BPO/vendor partners.

• Create, expand, and lead a high-performing global support organization across US and international locations.

• Manage offshore vendor partnerships, BPO relationships, and captive international teams.

• Motivate, mentor, and establish career pathways for support managers, leads, and engineers.

• Formulate and execute the global technical support strategy in alignment with enterprise customer growth and retention.

• Establish, monitor, and enhance global performance frameworks, including CSAT, SLA attainment, Aging, MTTR, First Contact Resolution, and Escalation Rates.

• Create and enforce standardized SOPs across domestic and offshore teams.

• Supply real-time dashboards and regular executive reporting on customer support health, bottlenecks, and customer issues.

• Propel technology priorities and infrastructure investments across ticketing, CRM, telephony, and knowledge management systems.

• Apply AI-driven workflows, generative AI tools, and proactive self-service capabilities.

• Present executive-level operational dashboards and qualitative/quantitative insights.

• Define and manage escalation processes for critical platform incidents and high-value enterprise customer issues.

• Design internal escalation pathways to teams responsible for ticket resolution.

• Collaborate with Product, Engineering, Platform Engineering, and Revenue leadership to integrate support insights into product enhancements and defect resolution.

• Work with Sales and Customer Success to improve retention, expansion, and customer onboarding experiences.

⛳️ Requirements

• 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 of experience leading multi-tier global support organizations at the Director or Senior Director level.

• Proven track record of managing distributed teams across the US as well as offshore delivery centers or third-party outsourcing (BPO) partners.

• Strong technical expertise in enterprise SaaS software, API integrations, cloud environments, and contact center technology ecosystems.

• Familiarity with 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 communication skills with experience presenting 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 degree or MBA preferred.

🏝️ Benefits

• Competitive salaries.

• Bonus Plan (for eligible roles).

• Equity Plan.

• Modern Health for financial, mental, and physical wellness.

• 401(k) Retirement Plan & Match (US Offices).

• Local Country Pension (International Offices).

• Unlimited Vacation.

• Flexible hours.

• Comprehensive medical benefits for you and your family.

• Emotional & Physical Wellness – Access to wellness services (EAP & Prove Well-Being Reimbursement).

• Bottomless snacks & beverages for certain office locations.

• Daily GrubHub stipend for lunch if coming into the office (US Offices).