Global Customer Support Director - US Remote

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

Benefits offered by this job

Competitive salaries & Bonus Plan

Modern Health

401(k) Retirement Plan & Match

Unlimited Vacation & Flexible hours

Comprehensive medical benefits

Wellness programs

Snack & beverages

GrubHub lunch stipend

Vibrant work culture

Job summary

Prove is seeking a Senior Director, Global Customer Support to define and execute a worldwide support strategy, overseeing US-based technical teams and offshore operations. The role partners with Product, Engineering, Revenue, and Customer Success to deliver world-class service and scalable architectures that support enterprise growth.

The leader will champion the voice of the customer, drive AI-powered automation, and establish dashboards for executive oversight.

Qualifications

• 12–15+ years of progressive leadership in enterprise technical support, customer operations or customer success in global SaaS/fintech/cloud environments.
• 5+ years leading multi‑tier global support at Director or Senior Director level.
• Proven success managing distributed US and offshore delivery centers or outsourcing partners.
• Strong depth in enterprise SaaS, API integrations, cloud environments and contact center tech ecosystems.
• Analytical and operational expertise with KPIs, root-cause analysis and cost-per-ticket metrics.
• Executive communication experience delivering reviews to C-suite and enterprise clients.
• Bachelor’s degree required; Master’s or MBA preferred.

Responsibilities

• Build, scale, and lead a global support org across US-based and offshore teams.
• Direct offshore vendor partnerships and captive international teams for follow-the-sun coverage.
• Inspire and develop talent across US and international hubs.
• Define and execute the global technical support strategy aligned with enterprise growth.
• Establish and optimize global KPI frameworks (CSAT, SLA, MTTR, FCR).
• Design SOPs across domestic and offshore teams for consistent service delivery.
• Implement AI-driven workflows and proactive self-service capabilities.

Skills

Global leadership

SaaS expertise

AI automation

KPI analytics

Executive communication

Education

Bachelor's degree in Computer Science, IT, or related

Tools

Salesforce Service Cloud

Zendesk

Jira

AI platform tooling

Job description

Prove is seeking a Senior Director, Global Customer Support to define and execute a worldwide support strategy, overseeing US-based technical teams and offshore operations. The role partners with Product, Engineering, Revenue, and Customer Success to deliver world-class service and scalable architectures that support enterprise growth.

The leader will champion the voice of the customer, drive AI-powered automation, and establish dashboards for executive oversight.