Senior Director, Global Support

Location

• US Remote

Position Overview

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

Strategic Vision & Operational Excellence

Digital Transformation, Systems & AI Automation

Executive Escalation & Cross-Functional Alignment

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 Service Cloud, Zendesk, Jira, PagerDuty, AI platform tooling).
• Analytical & Operational Expertise: Demonstrated ability to build, analyze, and optimize core support KPIs, root-cause models, and cost-per-ticket metrics.
• Executive Communication: Exceptional verbal and written presentation skills with experience delivering operational reviews to C-suite stakeholders and enterprise clients.
• Education: Bachelor’s degree in Computer Science, Information Technology, Business Administration, or equivalent practical experience (Master’s or MBA preferred).
• Offered salary will be determined by the applicant’s education, experience, knowledge, skills, geo-location and abilities, as well as internal equity and alignment with market data.
• Prove follows a market driven compensation philosophy based on geographic location and respective market rates. Job offers will be aligned to location. Please speak with your recruiter if you have questions. Prove defines:
• Metro 2 - NYC metro area, Seattle metro area, Los Angeles metro area, and the Miami metro area.
• Metro 3 - all other cities across the domestic United States, with the exception of the San Francisco Bay Area.
• Competitive salaries & Bonus Plan (for eligible roles) and Equity Plan
• Modern Health for financial, mental, and physical wellness
• 401(k) Retirement Plan & Match (US Offices) and Local Country Pension (International Offices)
• Unlimited Vacation and Flexible hours
• Comprehensive medical benefits for you and your family ❤️
• Emotional & Physical Wellness – Access to wellness services (EAP & Prove Well-Being Reimbursement)
• Bottomless snacks & beverages for certain office locations
• Daily GrubHub stipend for lunch if coming into the office (US Offices)
• A great place to work and connect with other talented Provers like yourself!
• Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Prove we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.
• Equal Opportunity Employment: Prove is an equal opportunity employer committed to providing equal employment opportunity for all people regardless of race, color, religion, gender or sexual orientation, age, marital status, national origin, citizenship status, disability, veteran status or other personal characteristics
• Privacy & Data Protection: When you are applying for a job at Prove, we collect and use your personal information in the job application process. To understand more about how Prove uses your personal information, please see our Recruitment Privacy Policy on our website.