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Senior Director, Global Support
Title: Senior Director, Global Customer Support
Department: Support / Operations (iO)
Reports To: Chief Customer Officer
FLSA Status: Exempt
Location: US Remote
Position OverviewThe Senior Director, Global Customer Support is a key executive leader responsible for defining and executing Prove's worldwide support vision, strategy, and operational framework. Reporting to executive leadership, this role oversees a dual-shore support delivery model - leading high-performing US-based technical support and escalation teams while governing offshore support operations and BPO/vendor partners across global regions.
This leader will drive continuous evolution across Prove's global support ecosystem to ensure world-class customer experience, SLA performance, and scalable support architectures that support rapid enterprise growth, while optimizing the scope, capacity, and productivity of each support tier. Working closely with Product, Engineering, Revenue, and Customer Success, the Senior Director will champion the voice of the customer, transform support through AI and self-service automation, and foster a culture of technical excellence across all geographic hubs.
Key ResponsibilitiesGlobal Leadership & Dual-Shore Operations (US & Offshore)
- Global Team Architecture: Build, scale, and lead a high-performing global support organization consisting of US-based engineers and offshore multi-tier support teams.
- Offshore & Vendor Governance: Direct offshore vendor partnerships, BPO relationships, and captive international teams, ensuring seamless follow-the-sun coverage, strict quality assurance, and aligned culture.
- Talent Development & Culture: Inspire, mentor, and build career pathways for support managers, leads, and engineers across US and international hubs.
- Support Strategy & Scalability: Define and execute the global technical support strategy, aligning organizational goals with enterprise customer growth and retention. Assess team capabilities and optimize skills and experience to reduce burden on internal teams.
- SLA & KPI Performance: Establish, monitor, and optimize global performance frameworks (CSAT, SLA attainment, Aging, MTTR, First Contact Resolution, Escalation Rates).
- Process Standardization: Design and enforce standardized standard operating procedures (SOPs) across domestic and offshore teams to maintain consistent high-quality service delivery globally.
- Executive reporting: Real time dashboards and consistent reporting to ET on the health of customer support, bottlenecks and top issues raised by customers.
- Modernization & Systems Leadership: Drive technology priorities and infrastructure investments across ticketing, CRM, telephony, and knowledge management systems.
- Self-Service & AI Integration: Implement AI-driven workflows, generative AI tools, and proactive self-service capabilities to deflect transactional inquiries and empower support teams.
- Data & Analytics Insights: Deliver executive-level operational dashboards and qualitative/quantitative insights to quantify support business impact and identify root-cause trends.
- Enterprise Escalation Management: Define and implement an escalation management process to ensure effective resolution and clear communication internally and externally, for critical platform incidents and high-value enterprise customer issues.
- Design and implement internal escalation flows to the different internal teams owning ticket resolution, with clear visibility into bottlenecks and aging issues.
- Voice of Customer (VOC) Feedback Loop: Partner closely with Product, Engineering, Platform Engineering, and Revenue leadership to systematically channel support insights into product roadmap improvements and defect remediation.
- Cross-Functional Collaboration: Collaborate with Sales and Customer Success teams to optimize retention, expansion, and customer onboarding experiences.
Qualifications and Experience
- Industry 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.
- Leadership Track Record: 5+ years of experience leading multi-tier global support organizations at the Director or Senior Director level.
- Dual-Shore & Offshore Management: Proven success managing distributed teams across the US as well as offshore delivery centers or third-party outsourcing (BPO) partners.
- Technical Agility: Strong technical depth in enterprise SaaS software, API integrations, cloud environments, and contact center technology ecosystems (e.g., Salesforce Service Cloud, Zendesk, Jira, PagerDuty, AI platform tooling).
- Analytical & Operational Expertise: Demonstrated ability to build, analyze, and optimize core support KPIs, root-cause models, and cost-per-ticket metrics.
- Executive Communication: Exceptional verbal and written presentation skills with experience delivering operational reviews to C-suite stakeholders and enterprise clients.
- Education: Bachelor's degree in Computer Science, Information Technology, Business Administration, or equivalent practical experience (Master's or MBA preferred).
Offered salary will be determined by the applicant's education, experience, knowledge, skills, geo-location and abilities, as well as internal equity and alignment with market data.
