Title: Director, Global Support

Department: iO

Reports To: VP, Global Support

Job Summary

The Director of Global Support is responsible for the strategy, delivery, and optimization of the Global Support team. This role is focused on driving the daily execution and evolution of Prove’s support operations to ensure we’re meeting all SLA’s and KPI’s.

As a member of the extended leadership team, this role works cross-functionally with key stakeholders including Product, Engineering, Platform Engineering, Customer Success & Sales teams to drive effective, efficient and scalable operations to further drive customer adoption, retention and expansion.

The Director of Global Support should have intimate knowledge of all Customer Support processes and procedures. 

Key Responsibilities:

• Provide leadership to the Global Support team, focusing on efficiency and quality to increase overall customer satisfaction.
• Perform technical and strategic tasks such as establishing and enforcing technical requirements and managing new workflows & processes.
• Direct the daily operations of the team to continuously improve the customer support experience.
• Manage relationships with our outsource/3rd party providers.
• Establish and maintain standard operating procedures to maximize efficiency and measure SLA’s and key performance indicators, consistently working to improve those metrics.
• Act as an escalation point for customers and critical issues.
• Foster a culture of teamwork and collaboration while exemplifying Prove’s values.
• Lead and assist in the development of performance reporting and insights
• Drive priorities, strategy and direction for our systems, workflows, policies, and data needed to support the global support function.
• Create and nurture a feedback loop with Product, Engineering, Platform engineering, & Revenue
• Coach and develop employees to expand upon their technical and Prove related skill sets.
• Provide excellent customer service
• Models our core values by living them and championing them in all interactions.

Qualifications and Experience:

• At least 7-10 years of industry experience in a Technical Support Manager role within software and/or technology companies.
• Expertise in supporting a contact center operations by effectively setting KPIs, developing root cause action plans, delivering a high level of customer and employee satisfaction, and designing processes and leveraging systems for high adoption to achieve our objectives
• Experience working with outsource/3rd party providers.
• Ability to effectively manage processes, relationships and resources to enhance organizational capability and results.
• Strong problem-solving skills with technical agility and creativity.
• Excellent communication and interpersonal abilities
• Evidence of well-developed leadership skills. 
• Saas experience preferred

The position description is not intended to be an all-inclusive list of duties and standards of the positions. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.

The anticipated salary range for this role based in Denver, CO is$165,000 - $170,000 plus company bonus. 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.

Benefits & Perks for FTE Provers:

• Competitive salaries & Bonus Plan (for eligible roles) and Equity Plan
• 401(k) Retirement (Pension) Plan & Match
• Comprehensive medical benefits for you and your family
• Emotional & Physical Wellness – Access to wellness services (EAP, Gympass, Prove Well-Being Reimbursement)
• Unlimited Vacation and Flexible hours
• Professional Development Coaching via Bravely
• Bottomless snacks & beverages for all office locations
• $15 daily GrubHub stipend for lunch if coming into the office.
• A great place to work and connect with other talented Provers like yourself!

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