Remote opportunity at
ProveSenior Director, Global Support
Prove is currently searching for a Senior Director, Global Support to lead its worldwide support vision, strategy, and operations. Operating remotely from the United States, this…
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About This Role
Prove is currently searching for a Senior Director, Global Support to lead its worldwide support vision, strategy, and operations. Operating remotely from the United States, this executive leader will oversee a dual-shore delivery model, combining US-based technical support and escalation teams with offshore operations and vendor partners. Prove specializes in phone-centric identity tokenization and passive cryptographic authentication solutions that help businesses enhance security, reduce fraud, and modernize customer acquisition across…
Job Description
Prove is currently searching for a Senior Director, Global Support to lead its worldwide support vision, strategy, and operations. Operating remotely from the United States, this executive leader will oversee a dual-shore delivery model, combining US-based technical support and escalation teams with offshore operations and vendor partners. Prove specializes in phone-centric identity tokenization and passive cryptographic authentication solutions that help businesses enhance security, reduce fraud, and modernize customer acquisition across digital channels.
This role suits a seasoned leader with extensive background in enterprise technical support and customer operations within global SaaS, fintech, or cloud API environments. The position reports directly to the Chief Customer Officer and requires close collaboration with Product, Engineering, Revenue, and Customer Success departments. Responsibilities include shaping the global support strategy, driving digital transformation through AI and automation, enforcing standardized operating procedures, and managing enterprise-level customer escalations.
The ideal candidate possesses strong technical depth in enterprise software and contact center tools, alongside a proven capability to build and optimize key performance indicators such as CSAT, MTTR, and SLA attainment. Prove offers competitive compensation elements including a bonus plan, equity plan, comprehensive medical benefits, unlimited vacation, and a 401(k) retirement plan with a match.
Responsibilities
- Build, scale, and lead a global support organization consisting of domestic engineers and international multi-tier teams.
- Direct offshore vendor partnerships and BPO relationships to ensure continuous service coverage and quality assurance.
- Define and execute the global technical support strategy to align with enterprise customer growth and retention goals.
- Establish and monitor key performance frameworks including CSAT, SLA attainment, aging, MTTR, and first contact resolution.
- Drive technology priorities and investments across ticketing, CRM, telephony, and knowledge management systems.
- Implement AI-driven workflows, generative AI tools, and proactive self-service capabilities for customer inquiries.
- Define and manage an escalation process for critical platform incidents and high-value enterprise customer issues.
- Partner with Product and Engineering teams to channel support insights into product improvements and defect remediation.
Requirements
- Possess 12 to 15 or more years of progressive leadership experience in enterprise technical support, customer operations, or customer success.
- Have at least 5 years of experience leading multi-tier global support organizations at the Director or Senior Director level.
- Demonstrate success in managing distributed teams across the US alongside offshore delivery centers or third-party outsourcing partners.
- Show strong technical depth in enterprise SaaS software, API integrations, cloud environments, and contact center technology ecosystems.
- Demonstrate the ability to build, analyze, and optimize core support metrics such as KPIs, root-cause models, and cost-per-ticket data.
Qualifications
- Hold a Bachelor's degree in Computer Science, Information Technology, Business Administration, or possess equivalent practical experience.
- Obtain a Master's degree or MBA.
Core Skills
Benefits
- Competitive salaries and bonus plan for eligible roles
- Equity plan
- Modern Health access for financial, mental, and physical wellness
- 401(k) retirement plan and match for US offices
- Unlimited vacation and flexible hours
- Comprehensive medical benefits for employees and their families
- Employee assistance program and well-being reimbursement
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is this position remote?
Yes, this is a US remote position.
What is the employment type?
The position is a full-time, exempt role.
What salary is offered for this role?
The job posting does not specify an exact salary amount.
Who does this role report to?
The Senior Director, Global Support reports to the Chief Customer Officer.
Sample Interview Questions
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