Director, Technical Support

Who we are:

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.

About the role:

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. The Director partners closely with the Onboarding team on client go-lives, technical troubleshooting, and release upgrades, and serves as the senior escalation point for client issues. This position is critical to driving operational excellence, cross-functional alignment, and continuous improvement across the Client Support organization. 

Responsibilities include:

• 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.

• Provide continual evaluation of processes and procedures; recommend methods to improve area operations, efficiency, and service to both internal and external clients.

• Assist the VP of Client Experience with the operations of the Client Support team, including performance analysis, forecasting, staffing, training, scheduling, and reward/recognition, as well as budget preparation, monitoring, and performance improvement programs.

• 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.

• Provide statistical and performance data to the VP of Client Experience, including analyses of patterns and trends in client feedback and utilization data.

• 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 senior first point of escalation for all client issues.

• Serve as the leadership liaison between the Client Support and Engineering teams.

• Participate in corporate and cross-functional initiatives such as product launches, strategic projects, and change management, coordinating with cross-functional managers to promote effective communication and ensure alignment on inter-departmental dependencies.

• Respond to and resolve employee relations issues expressed by team members; create and maintain a high-quality work environment so team members are motivated to perform at their highest level, and address disciplinary or performance issues according to company policy.

• Perform daily/core job functions of direct reports if needed to ensure client service standards are met during periods of high volume or unforeseen understaffing.
• All other duties as assigned.

Required Qualifications:

• 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.

• Senior-level writing, communication, problem-solving, and analytical skills.

• Very strong teamwork ability, time management skills, and ability to multitask.

• Ability to work with multiple internal departments.

• Ability to manage ambiguity and operate with autonomy; highly organized and self-directed.

• 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.

Preferred Qualifications:

• Bachelor's Degree preferred

• Background in SaaS.

• Experience with Salesforce Service Cloud (or SFDC) and related tools.

• Experience with PEGA.