Quavo INC
Director, Technical Support
Remote (United States) · Director
Sponsorship not specifiedDetected 1 hour ago
SQLAgentic AISalesforceForecastingProcess ImprovementEmployee RelationsCustomer SupportLeadershipCommunicationProblem SolvingTime ManagementOrganizational SkillsMicrosoft Office
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37Risky
Cap-exempt (no lottery)0
Sponsors this role80
Entry-level history0
PERM / green-card track0
Lottery odds40
Fits your clock70
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About the role
- Provide continual evaluation of processes and procedures; recommend methods to improve area operations, efficiency, and service to both internal and external clients.
- Provide statistical and performance data to the VP of Client Experience, including analyses of patterns and trends in client feedback and utilization data.
- Serve as the senior first point of escalation for all client issues.
Responsibilities
- The Director of Technical Support is a senior leadership position within Quavo's Client Support department, overseeing application and technical support to ensure clients receive the highest quality support experience.
- This role provides oversight and guidance to Client Advocates and Technical Support Analysts, while leading Client Support strategy and growth.
- This position is critical to driving operational excellence, cross-functional alignment, and continuous improvement across the Client Support organization.
- Directly oversee Client Support staff, including Client Advocates and Technical Support Analysts, and align the team with Quavo's overall strategic objectives.
- Provide daily direction and communication to employees so that Client Support tickets are responded to and resolved according to department best practices.
- Assist the VP of Client Experience to establish and document work procedures and processes for the Client Support team that support company and departmental standards, procedures, and strategic directives.
- Optimize the Client Support team's use of technology, including ticketing systems, automation, and AI agents, and continuously iterate based on data and feedback.
- Serve as the leadership liaison between the Client Support and Engineering teams.
Requirements
- 10 years+ of experience in a technical role.
- 3+ years of experience in a team lead or manager position with responsibility over direct reports in technical roles.
- Strong knowledge of process improvement, strategic planning, and project management.
- Very strong teamwork ability, time management skills, and ability to multitask.
- Ability to work with multiple internal departments.
- Working knowledge of MS Windows and MS Office (including email) as well as internet browser operations.
- Experience with Database, APIs, and SQL troubleshooting.
- Experience implementing AI solutions.
Nice to have
- Bachelor's Degree preferred
- Background in SaaS.
- Experience with Salesforce Service Cloud (or SFDC) and related tools.
- Experience with PEGA.
Company info
- Quavo is the industry leader in fraud and disputes management technology, offering the world's only E2E cloud-based Disputes as a Service solution for issuing financial services organizations.
- Quavo is an organization of tenacious experts who are innovative and challenge complacency to continuously deliver cutting edge technology and AI.
- Our experts are passionate about delivering value in our solutions and empowering our client community to enhance and evolve industry standards in fraud and disputes management.
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This listing is sourced directly from Quavo INC's careers page and normalized into a canonical job model.