Global Support Executive: Scale Ops & AI-Driven Excellence

Prove; United States; Hybrid; USD 180,000 - 280,000; Full time

Benefits offered by this job

Wellbeing reimbursement

401k Match

Parental Leave Policy

Stock Options

Health benefits

Bonus Scheme

Work From Home Opportunities

Generous Vacation Time

Job summary

Prove is seeking a Senior Director, Global Customer Support to define and execute a worldwide support vision and strategy. You will lead US-based engineers and offshore teams, govern vendor partners, and drive voice-of-the-customer insights across Product, Engineering, Revenue, and Customer Success.

You will champion AI-enabled workflows, scalable support architectures, and a world-class customer experience while reporting progress to executive leadership.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, Business Administration, or equivalent practical experience.
• Master's degree or MBA preferred.

Responsibilities

• Build and lead a global support org with US engineers and offshore teams.
• Govern offshore partnerships, BPO/vendor relationships for global coverage.
• Drive AI-driven self-service and VOC feedback to product/engineering.
• Establish and optimize SLA, CSAT, MTTR, FCR; real-time executive dashboards.
• Standardize SOPs across domestic and offshore teams for consistent service.
• Report health of customer support to executive team with insights on issues.
• Develop career paths for support managers and engineers across hubs.

Skills

Executive leadership

Strategic planning

Customer experience

AI & automation

SLA/KPI management

Education

Bachelor's degree etc.

Master's preferred

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 and strategy. You will lead US-based engineers and offshore teams, govern vendor partners, and drive voice-of-the-customer insights across Product, Engineering, Revenue, and Customer Success.

You will champion AI-enabled workflows, scalable support architectures, and a world-class customer experience while reporting progress to executive leadership.