Senior Director, Global Support

Job not on LinkedIn

🔥 12 hours ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

👔 Director

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Prove

WebsiteLinkedInAll Job Openings

201 - 500 employees

🏥 Healthcare

🛡️ Insurance

💼 Consulting

Healthcare • Insurance • Consulting

Prove is the world’s most accurate identity verification and authentication platform, trusted by over 1,000 leading companies to reduce fraud and improve consumer experiences. The company offers a range of digital identity solutions, including Prove Pre-Fill®, Prove Identity®, and Prove Auth®, which streamline the onboarding process, enhance authentication, and provide real-time identity management. With advanced KYC-compliant identity verification and solutions that enable a seamless user experience, Prove is widely used across various industries such as banking, healthcare, and fintech to mitigate fraud and accelerate digital onboarding. Prove ensures bank-grade security, offering frictionless and secure identity verification across the globe.

📋 Description

• Define and execute Prove’s worldwide support vision, strategy, and operational framework • Lead US-based technical support and escalation teams while governing offshore support operations and BPO/vendor partners • Build, scale, and lead a high-performing global support organization across US and international hubs • Direct offshore vendor partnerships, BPO relationships, and captive international teams • Inspire, mentor, and build career pathways for support managers, leads, and engineers • Define and execute the global technical support strategy aligned with enterprise customer growth and retention • Establish, monitor, and optimize global performance frameworks including CSAT, SLA attainment, Aging, MTTR, First Contact Resolution, and Escalation Rates • Design and enforce standardized SOPs across domestic and offshore teams • Provide real-time dashboards and consistent executive reporting on customer support health, bottlenecks, and customer issues • Drive technology priorities and infrastructure investments across ticketing, CRM, telephony, and knowledge management systems • Implement AI-driven workflows, generative AI tools, and proactive self-service capabilities • Deliver executive-level operational dashboards and qualitative/quantitative insights • Define and implement escalation management processes for critical platform incidents and high-value enterprise customer issues • Design internal escalation flows to teams owning ticket resolution • Partner with Product, Engineering, Platform Engineering, and Revenue leadership to channel support insights into product improvements and defect remediation • Collaborate with Sales and Customer Success to optimize retention, expansion, and customer onboarding experiences

🎯 Requirements

• 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 • 5+ years of experience leading multi-tier global support organizations at the Director or Senior Director level • Proven success managing distributed teams across the US as well as offshore delivery centers or third-party outsourcing (BPO) partners • Strong technical depth in enterprise SaaS software, API integrations, cloud environments, and contact center technology ecosystems • Experience with Salesforce Service Cloud, Zendesk, Jira, PagerDuty, and AI platform tooling • Demonstrated ability to build, analyze, and optimize core support KPIs, root-cause models, and cost-per-ticket metrics • Exceptional verbal and written presentation skills with experience delivering operational reviews to C-suite stakeholders and enterprise clients • Bachelor’s degree in Computer Science, Information Technology, Business Administration, or equivalent practical experience • Master’s or MBA preferred

🏖️ Benefits

• Competitive salaries • Bonus Plan (for eligible roles) • Equity Plan • Modern Health for financial, mental, and physical wellness • 401(k) Retirement Plan & Match (US Offices) • Local Country Pension (International Offices) • Unlimited Vacation • 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)