Senior Director, Global Customer Support

📋 Description

• Define and execute Prove’s worldwide support vision and ops framework.
• Lead US-based engineers and offshore multi-tier teams.
• Govern offshore vendors and BPO partners for follow-the-sun coverage.
• Drive AI, self-service, and automation to improve CX and SLA/QoS.
• Partner with Product, Engineering, Revenue, and CS toVOC feedback.
• Provide executive-level reporting on support health and issues.

🎯 Requirements

• 12–15+ years in enterprise tech support or customer ops.
• 5+ years leading global, multi-tier support (Director+).
• Experience managing US and offshore delivery teams.
• Strong tech depth in SaaS, API, cloud, and contact-center tech.
• Analytical with KPI optimization and root-cause analysis.
• Executive communication to C-suite and enterprise clients.

🎁 Benefits

• Competitive salary and equity; bonus plan.
• Health, mental and physical wellness benefits.
• 401(k) with match; pension where applicable.
• Unlimited vacation and flexible hours.
• Wellness programs and snacks at offices.