# Senior Director, Global Customer Support

**Company:** [Prove AI](https://hotfix.jobs/companies/prove-ai)
**Location:** Remote
**Role:** Support Engineering
**Experience:** 12+ years
**Skills:** Enterprise Saas, API Integrations, Cloud Environments, Salesforce Service Cloud, Zendesk, Jira, Pagerduty, Artificial Intelligence, Generative AI, Knowledge Management, Contact Center Technology, Support Kpis
**Posted:** 2026-08-25

> Leads Prove’s global technical support organization across US and offshore teams, vendors, and BPO partners. The role owns support strategy, operational performance, escalation management, systems modernization, AI automation, and cross-functional customer feedback, requiring 12–15+ years of progressive leadership experience.

## Job Description

## 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.

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