Senior Director, Global Support

About this role

About Prove

As the world moves to a mobile-first economy, businesses need to modernize how they acquire, engage with and enable consumers. Prove’s phone-centric identity tokenization and passive cryptographic authentication solutions reduce friction, enhance security and privacy across all digital channels, and accelerate revenues while reducing operating expenses and fraud losses. Over 1,000 enterprise customers use Prove’s platform to process 20 billion customer requests annually across industries, including banking, lending, healthcare, gaming, crypto, e-commerce, marketplaces, and payments. For the latest updates from Prove, follow us on LinkedIn.

Prove is driving the future of digital identity. We are looking for Provers who know how to make an impact. We’re talking self-starting professionals who thrive in a fast-paced environment, process information quickly, and make intelligent decisions. The work is challenging and requires not only smart but natural curiosity and tenacity. Teamwork is also important to us – we work together and play together.

Prove has big plans, and we’re excited about the future. If this sounds like the place for you – come join our team!

Title: Senior Director, Global Customer Support

Department: Support / Operations (iO)

Reports To: Chief Customer Officer

FLSA Status: Exempt

Location: US Remote

Position Overview

The Senior Director, Global Customer Support is a key executive leader responsible for defining and executing Prove’s worldwide support vision, strategy, and operational framework. Reporting to executive leadership, this role oversees a dual-shore support delivery model - leading high-performing US-based technical support and escalation teams while governing offshore support operations and BPO/vendor partners across global regions.

This leader will drive continuous evolution across Prove's global support ecosystem to ensure world-class customer experience, SLA performance, and scalable support architectures that support rapid enterprise growth, while optimizing the scope, capacity, and productivity of each support tier. Working closely with Product, Engineering, Revenue, and Customer Success, the Senior Director will champion the voice of the customer, transform support through AI and self-service automation, and foster a culture of technical excellence across all geographic hubs.

Key Responsibilities

Global Leadership & Dual-Shore Operations (US & Offshore)

• Global Team Architecture: Build, scale, and lead a high-performing global support organization consisting of US-based engineers and offshore multi-tier support teams.

• Offshore & Vendor Governance: Direct offshore vendor partnerships, BPO relationships, and captive international teams, ensuring seamless follow-the-sun coverage, strict quality assurance, and aligned culture.

• Talent Development & Culture: Inspire, mentor, and build career pathways for support managers, leads, and engineers across US and international hubs.

Strategic Vision & Operational Excellence

• Support Strategy & Scalability: Define and execute the global technical support strategy, aligning organizational goals with enterprise customer growth and retention. Assess team capabilities and optimize skills and experience to reduce burden on internal teams.

• SLA & KPI Performance: Establish, monitor, and optimize global performance frameworks (CSAT, SLA attainment, Aging, MTTR, First Contact Resolution, Escalation Rates).

• Process Standardization: Design and enforce standardized standard operating procedures (SOPs) across domestic and offshore teams to maintain consistent high-quality service delivery globally.

• Executive reporting: Real time dashboards and consistent reporting to ET on the health of customer support, bottlenecks and top issues raised by customers.

Digital Transformation, Systems & AI Automation

• Modernization & Systems Leadership: Drive technology priorities and infrastructure investments across ticketing, CRM, telephony, and knowledge management systems.

• Self-Service & AI Integration: Implement AI-driven workflows, generative AI tools, and proactive self-service capabilities to deflect transactional inquiries and empower support teams.

• Data & Analytics Insights: Deliver executive-level operational dashboards and qualitative/quantitative insights to quantify support business impact and identify root-cause trends.

Executive Escalation & Cross-Functional Alignment

• Enterprise Escalation Management: Define and implement an escalation management process to ensure effective resolution and clear communication internally and externally, for critical platform incidents and high-value enterprise customer issues.

• Design and implement internal escalation flows to the different internal teams owning ticket resolution, with clear visibility into bottlenecks and aging issues.

• Voice of Customer (VOC) Feedback Loop: Partner closely with Product, Engineering, Platform Engineering, and Revenue leadership to systematically channel support insights into product roadmap improvements and defect remediation.

• Cross-Functional Collaboration: Collaborate with Sales and Customer Success teams to optimize retention, expansion, and customer onboarding experiences.

Qualifications and Experience

• Industry Experience: 12–15+ years of progressive leadership experience in enterprise technical support, customer operations, or customer success within global SaaS, fintech, identity, or complex cloud API environments.

• Leadership Track Record: 5+ years of experience leading multi-tier global support organizations at the Director or Senior Director level.

• Dual-Shore & Offshore Management: Proven success managing distributed teams across the US as well as offshore delivery centers or third-party outsourcing (BPO) partners.

• Technical Agility: Strong technical depth in enterprise SaaS software, API integrations, cloud environments, and contact center technology ecosystems (e.g., Salesforce Ser

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