Executive Global Support Director (Remote) - AI-Driven

Kenyan Edu; Northern (KY); Hybrid; USD 180,000 - 240,000; Full time

Benefits offered by this job

Competitive salaries & Bonus Plan

Equity Plan

Modern Health

401(k) retirement plan

Unlimited vacation

Medical benefits

Well-being reimbursement

Job summary

Prove seeks a Senior Director, Global Customer Support to shape and execute the worldwide support vision, leading US-based engineers and offshore teams. You will govern vendor partnerships, drive AI automation, and deliver scalable support architectures to sustain rapid enterprise growth.

You will collaborate with Product, Eng, Revenue, and Customer Success to voice customer needs, set SOPs, and monitor KPIs. A strategic, executive-ready leader with strong communication is essential.

Qualifications

• 12–15+ years of progressive leadership in enterprise tech support, customer operations, or customer success in SaaS/fintech/cloud environments.
• 5+ years of experience leading multi-tier global support organizations at Director/Senior Director level.
• Experience managing US and offshore delivery centers or BPO partners.
• Strong technical depth in enterprise SaaS software, APIs, cloud environments, and contact center tech.
• Excellent verbal and written communication with C-suite stakeholders.

Responsibilities

• Define and execute the global support strategy, aligning goals with enterprise growth.
• Oversee US-based engineers and offshore multi-tier support teams to ensure coverage and quality.
• Govern offshore partners and vendors with SLA and quality assurance across regions.
• Drive AI-driven workflows and self-service to improve efficiency and reduce ticket volume.
• Provide executive dashboards and reports on support health to stakeholders.

Skills

Global Leadership

Dual-Shore Ops

Vendor Governance

Talent Development

SLA & KPI Management

Executive Communication

Education

Bachelor’s degree in CS/IT/Business

MBA preferred

Tools

Salesforce Service Cloud

Zendesk

Jira

PagerDuty

AI platform tooling

Job description

Prove seeks a Senior Director, Global Customer Support to shape and execute the worldwide support vision, leading US-based engineers and offshore teams. You will govern vendor partnerships, drive AI automation, and deliver scalable support architectures to sustain rapid enterprise growth.

You will collaborate with Product, Eng, Revenue, and Customer Success to voice customer needs, set SOPs, and monitor KPIs. A strategic, executive-ready leader with strong communication is essential.