Senior Director, Global Support

Position Overview:

• As the Senior Director, Global Customer Support, you will define and execute Prove’s worldwide support vision and strategy.
• You will lead a dual-shore delivery model, overseeing US-based teams and offshore partners to ensure scalable, high-quality support.
• This role reports to the Chief Customer Officer and is a key executive position driving customer experience and operational excellence.

Key Responsibilities:

• Build, scale, and lead a global support organization, including US engineers and offshore multi-tier teams, with strong vendor governance.
• Establish and monitor global performance frameworks (CSAT, SLA, MTTR) and enforce standardized SOPs across all regions.
• Drive AI-driven automation, self-service capabilities, and deliver executive dashboards to quantify support impact.

Qualifications and Experience:

• 12–15+ years of progressive leadership in enterprise technical support or customer operations within global SaaS or fintech.
• 5+ years at Director or Senior Director level managing multi-tier global support teams, including offshore partners.
• Strong technical depth in SaaS, API integrations, cloud environments, and contact center ecosystems (e.g., Zendesk, Jira, Salesforce).

Benefits & Perks:

• Competitive salaries, bonus plan, and equity plan for all eligible roles.
• Unlimited vacation, flexible hours, and comprehensive medical benefits for you and your family.
• Modern Health wellness services, 401(k) with match, and daily GrubHub stipend for US office locations.