Global Support Director — AI-Driven Excellence

Prove; United States; Remote; USD 180,000 - 240,000; Full time

Benefits offered by this job

Competitive salaries & bonus plan

Equity plan

401(k) retirement plan & match

Unlimited vacation & flexible hours

Comprehensive medical benefits

Wellness reimbursement

Snacks & beverages at office locations

Job summary

Prove is seeking a Senior Director, Global Customer Support to define and execute a worldwide support vision. You will oversee a dual‑shore delivery model with US‑based engineers and offshore partners, driving an agile, scalable, and world‑class customer experience across regions.

Collaborate with Product, Engineering, Revenue, and Customer Success to deliver strategic improvements, governance, and a VOC feedback loop shaping the product roadmap.

Qualifications

• Industry Experience: 12–15+ years in enterprise technical support, customer operations or customer success in global SaaS/fintech/cloud API environments.
• Leadership Track Record: 5+ years leading multi‑tier global support organizations at director level or higher.
• Dual‑Shore & Offshore Management: Experience managing distributed US and offshore/vendor teams.

Responsibilities

• Build, scale, and lead a global support org with US-based engineers and offshore teams.
• Govern offshore vendor partnerships and BPO relationships ensuring coverage and QA.
• Inspire, mentor, and develop careers of support managers and engineers across hubs.
• Define and execute the global tech support strategy aligned with enterprise growth.
• Establish and monitor KPIs like CSAT, SLA, First Contact Resolution, and aging.
• Standardize SOPs across domestic and offshore teams for consistent service.
• Provide executive dashboards and reports to governance bodies.

Skills

Enterprise tech leadership

Global operations

SaaS/fintech domain

API integrations

Data analytics

Executive communication

Education

Bachelor’s degree in Computer Science, Information Technology, Business Administration

Tools

Salesforce Service Cloud

Zendesk

Jira

PagerDuty

AI platform tooling

Job description

Prove is seeking a Senior Director, Global Customer Support to define and execute a worldwide support vision. You will oversee a dual‑shore delivery model with US‑based engineers and offshore partners, driving an agile, scalable, and world‑class customer experience across regions.

Collaborate with Product, Engineering, Revenue, and Customer Success to deliver strategic improvements, governance, and a VOC feedback loop shaping the product roadmap.