Senior Director, Global Support

Headquarters: United States (Remote) 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,