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Prove is seeking a Senior Director of Global Customer Support to lead the company's worldwide support vision, strategy, and operations. Reporting to the Chief Customer Officer, this executive role oversees a dual-shore support delivery model spanning US-based technical support teams and offshore/BPO partner operations across global regions.
Key responsibilities include building and scaling a high-performing global support organization with US engineers and multi-tier offshore teams; directing offshore vendor partnerships and BPO relationships to ensure follow-the-sun coverage, quality assurance, and cultural alignment; and developing talent across all geographic hubs.
Strategically, the role requires defining and executing the global technical support strategy aligned with enterprise customer growth and retention. You will establish and optimize performance frameworks (CSAT, SLA attainment, MTTR, First Contact Resolution, escalation rates) and design standardized SOPs across domestic and offshore teams. Executive reporting and real-time dashboards on support health, bottlenecks, and customer issues are critical.
The role emphasizes digital transformation: driving technology priorities for ticketing, CRM, telephony, and knowledge management systems; implementing AI-driven workflows and generative AI tools to deflect transactional inquiries; and delivering executive-level operational dashboards with qualitative and quantitative insights.
You will work closely with Product, Engineering, Revenue, and Customer Success teams to champion the customer voice, transform support through automation, and foster a culture of technical excellence. The position requires experience managing complex, geographically distributed teams, vendor governance, and scaling support operations to support rapid enterprise growth.
