Senior Director, Global Customer Support – SaaS & AI Operations

Senior Director, Global Customer Support – SaaS & AI Operations (Remote US)

Prove is hiring a Senior Director of Global Customer Support to define and lead its worldwide technical-support strategy, operating model, escalation framework, and support transformation program. This is a full-time executive-level remote position based in the United States.

Reporting to the Chief Customer Officer, you will lead U.S.-based technical support and escalation teams while governing offshore delivery centers and BPO/vendor partners. The role combines global support leadership, enterprise escalation management, operational analytics, AI and self-service automation, customer advocacy, and cross-functional executive leadership.

Job Overview

Company: Prove

Title: Senior Director, Global Customer Support

Department: Support / Operations (iO)

Reports To: Chief Customer Officer

FLSA Status: Exempt

Employment Type: Full-time

Work Arrangement: Remote

Location: United States

Experience: 12–15+ years

Leadership Experience: 5+ years at Director or Senior Director level leading global support organizations

Compensation: Geographic market-based; specific salary range not disclosed in the supplied listing

The Senior Director will own Prove’s global customer-support vision and operational framework, scale a dual-shore support organization, govern BPO and offshore partners, improve SLAs and support KPIs, modernize support systems, introduce AI and self-service automation, lead enterprise escalations, and strengthen the Voice of Customer feedback loop across Product, Engineering, Revenue, and Customer Success.

Global Leadership & Dual-Shore Operations

• Build and scale a high-performing global technical-support organization.
• Lead U.S.-based support engineers and escalation teams.
• Govern offshore multi-tier support organizations.
• Manage offshore vendor and BPO relationships.
• Oversee captive international support teams where applicable.
• Establish seamless follow-the-sun support coverage.
• Maintain consistent quality standards across geographic support hubs.
• Align offshore and domestic support teams around common operational and cultural expectations.
• Mentor support managers, team leads, and engineers.
• Develop career pathways for support professionals across U.S. and international teams.
• Build a culture of technical excellence, accountability, and customer focus.

Support Strategy & Operational Excellence

• Define and execute Prove’s worldwide technical-support strategy.
• Align support capabilities with enterprise customer growth and retention objectives.
• Assess team capabilities, skills, capacity, and experience.
• Optimize support-tier responsibilities and resource allocation.
• Reduce unnecessary burden on internal technical teams.
• Develop global support-performance frameworks.
• Establish and monitor Customer Satisfaction metrics.
• Track SLA attainment.
• Monitor ticket aging.
• Measure Mean Time to Resolution.
• Track First Contact Resolution.
• Measure escalation rates.
• Design and enforce standardized operating procedures across domestic and offshore teams.
• Maintain consistent service quality across the global support organization.
• Develop real-time executive dashboards.
• Report customer-support health, bottlenecks, aging issues, and major customer concerns to executive leadership.

AI, Automation & Support Transformation

• Lead modernization of Prove’s support technology ecosystem.
• Define technology priorities for ticketing systems.
• Improve CRM and customer-support infrastructure.
• Guide telephony and contact-center technology investments.
• Strengthen knowledge-management systems.
• Implement AI-driven support workflows.
• Introduce appropriate generative AI tooling into support operations.
• Develop proactive self-service capabilities.
• Use automation to reduce repetitive and transactional support inquiries.
• Use AI and tooling to increase support-team productivity.
• Ensure automation supports scalable enterprise customer service.
• Use support data to identify systemic problems and opportunities for improvement.

Data, Analytics & Executive Reporting

• Develop executive-level operational dashboards.
• Provide quantitative and qualitative analysis of support performance.
• Measure the business impact of customer-support operations.
• Analyze root-cause trends.
• Identify recurring customer and product issues.
• Build and optimize cost-per-ticket models.
• Provide executive leadership with visibility into support bottlenecks and operational health.
• Use data to guide capacity, staffing, process, and technology decisions.

Enterprise Escalation Management

• Define and implement Prove’s enterprise escalation-management process.
• Coordinate responses to critical platform incidents.
• Manage high-value enterprise customer escalations.
• Establish clear internal and external communication during critical situations.
• Design escalation flows connecting Support with internal ticket-resolution owners.
• Maintain visibility into bottlenecks and aging issues.
• Improve accountability for escalated customer problems.
• Ensure major issues are driven through resolution rather than simply transferred between teams.

Voice of Customer & Cross-Functional Leadership

• Champion the Voice of Customer across Prove.
• Partner with Product leadership.
• Work closely with Engineering and Platform Engineering.
• Collaborate with Revenue leadership.
• Convert support insights into product-roadmap feedback.
• Use recurring support issues to inform defect remediation.
• Partner with Sales and Customer Success.
• Help improve customer retention and expansion.
• Support stronger onboarding experiences.
• Ensure customer-support intelligence contributes to broader company decision-making.

Required Experience

• 12–15+ years of progressive leadership experience in enterprise technical support, customer operations, customer success, or a closely related discipline.
• Experience in global SaaS, fintech, digital identity, or complex cloud/API environments.
• 5+ years leading multi-tier global support organizations at Director or Senior Director level.
• Proven experience managing teams distributed across the United States and offshore locations.
• Experience governing offshore delivery centers.
• Experience managing third-party BPO or outsourcing partners.
• Strong technical understanding of enterprise SaaS.
• Strong understanding of API integrations.
• Knowledge of cloud environments.
• Experience with contact-center technology ecosystems.
• Strong support-operations and analytics expertise.
• Experience developing and optimizing support KPIs.
• Experience performing root-cause analysis at an organizational level.
• Experience developing cost-per-ticket models.
• Executive-level communication and presentation skills.
• Experience presenting operational reviews to C-suite stakeholders.
• Experience communicating with enterprise customers.

Relevant Technology

• Salesforce Service Cloud
• Zendesk
• Jira
• PagerDuty
• AI support platforms
• Generative AI tooling
• CRM systems
• Ticketing systems
• Knowledge-management platforms
• Contact-center and telephony systems
• Enterprise APIs
• Cloud environments

Education

A bachelor’s degree in Computer Science, Information Technology, Business Administration, or an equivalent discipline is requested. Equivalent practical experience is also accepted.

A Master’s degree or MBA is preferred.

Remote Work

This position is explicitly listed as United States (Remote), with the employer identifying the role location as US Remote.

The role nevertheless carries global operational responsibility, including oversight of U.S. and offshore support teams operating through a follow-the-sun support model.

The supplied job description does not state a required U.S. time zone or specific travel requirement.

Compensation

Prove does not provide a specific salary range for this position in the supplied listing.

The employer states that compensation is determined according to factors including education, experience, knowledge, skills, geographic location, abilities, internal equity, and market data.

Prove uses geographic compensation markets. The listing identifies Metro 2 as the New York City, Seattle, Los Angeles, and Miami metropolitan areas, while Metro 3 covers other domestic U.S. cities except the San Francisco Bay Area.

Eligible full-time employees may also receive bonus compensation and participate in Prove’s equity plan.

Benefits & Perks

• Competitive compensation.
• Bonus plan for eligible positions.
• Equity plan.
• Modern Health financial, mental, and physical wellness support.
• 401(k) retirement plan and company match for U.S. employees.
• Unlimited vacation.
• Flexible working hours.
• Comprehensive medical benefits for employees and eligible family members.
• Employee Assistance Program and wellness services.
• Prove Well-Being reimbursement.
• Applicable office perks for employees using certain office locations.

Apply for the Senior Director, Global Customer Support Role

Senior U.S.-based support executives with 12–15+ years of enterprise support or customer-operations experience, at least five years leading global multi-tier organizations, and deep experience with SaaS, offshore operations, BPO governance, support analytics, enterprise escalations, and AI-driven support transformation can review the complete position and apply through Prove’s provided application page.

Employment Type: Full-time

Worker Relationship: Employee

Work Arrangement: Remote

Location: United States

Department: Support / Operations (iO)

Reports To: Chief Customer Officer

Industry: Digital Identity / Fintech / SaaS

Education: Bachelor’s degree or equivalent practical experience; Master’s/MBA preferred

Experience: 12–15+ years; 5+ years leading global support at Director/Senior Director level

Compensation: Geographic market-based; specific salary range not disclosed

Job Apply Link:
https://job-boards.greenhouse.io/prove/jobs/6146857004