Senior Director, Global Customer Support

Responsibilities

• Define and execute Prove’s global technical support vision, strategy, and operating framework.
• Build, scale, and lead a global support organization spanning US-based technical support and offshore multi-tier teams.
• Govern offshore vendors, BPO relationships, and international delivery centers to provide follow-the-sun coverage and consistent quality.
• Develop talent and career pathways for support managers, leads, and engineers.
• Establish and optimize support KPIs, including CSAT, SLA attainment, aging, MTTR, first-contact resolution, escalation rates, and cost per ticket.
• Standardize support procedures and escalation flows across global teams.
• Provide executive dashboards and operational reporting on customer-support health, bottlenecks, and recurring issues.
• Lead investments in ticketing, CRM, telephony, and knowledge-management systems.
• Implement AI-driven workflows, generative AI tools, and self-service capabilities.
• Manage enterprise escalations involving critical platform incidents and high-value customers.
• Partner with Product, Engineering, Platform Engineering, Sales, Revenue, and Customer Success to channel customer feedback into roadmap improvements, defect remediation, retention, expansion, and onboarding.

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 leading multi-tier global support organizations at the Director or Senior Director level.
• Experience managing distributed US and offshore teams or third-party BPO partners.
• Strong technical understanding of enterprise SaaS, API integrations, cloud environments, and contact-center technology.
• Experience with support KPIs, root-cause analysis, operational models, and cost-per-ticket optimization.
• Excellent executive communication and presentation skills.
• Bachelor’s degree in Computer Science, Information Technology, Business Administration, or equivalent practical experience.

Nice-to-haves

• Master’s degree or MBA.
• Experience with Salesforce Service Cloud, Zendesk, Jira, PagerDuty, and AI platform tooling.

Compensation & Benefits

• Compensation is market-driven and based on geographic location, experience, skills, abilities, education, and internal equity.
• Competitive salary, bonus plan for eligible roles, and equity plan.
• Modern Health financial, mental, and physical wellness programs.
• 401(k) retirement plan and match for US offices.
• Unlimited vacation and flexible hours.
• Comprehensive medical benefits for employees and families.
• Employee assistance and wellness reimbursement programs.