Director of Technical Support & AI-Driven Service

Quavo Fraud & Disputes; United States; On-site; USD 150,000 - 190,000; Full time

Job summary

Quavo is seeking a Director of Technical Support to lead the Client Support team, partnering with Onboarding and Engineering to deliver top-tier support for financial services clients.

The role oversees Client Advocates and Technical Support Analysts, shaping strategy, improving processes, and ensuring successful go-lives, troubleshooting, and upgrade cycles. A strong background in SaaS and AI is highly valued.

Qualifications

• 10+ years of experience in a technical role.
• 3+ years of experience in a team lead or manager position with 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 autonomously; highly organized and self-directed.
• Experience with Database, APIs, and SQL troubleshooting.
• Experience implementing AI solutions.

Responsibilities

• Directly oversee Client Support staff, including Client Advocates and Technical Support Analysts, and align the team with Quavo's strategic objectives.
• Provide daily direction to ensure tickets are answered and resolved per best practices.
• Evaluate processes and propose improvements for efficiency and service quality.
• Assist the VP of Client Experience with operations, performance analysis, staffing, training, scheduling, and budget planning.
• Document work procedures to support company standards and directives.
• Provide performance data and trends analysis to leadership.
• Optimize use of technology, including ticketing systems, automation, and AI agents.
• Serve as senior escalation point for client issues.
• Coordinate with Engineering on cross-functional initiatives and product launches.
• Respond to employee relations issues and maintain a high-quality work environment.
• Perform core duties of direct reports during high volume periods.
• All other duties as assigned.

Skills

Leadership

Team management

Project management

Strategic planning

Communication

Autonomy

AI solutions

Education

Bachelor's Degree preferred

Tools

Salesforce Service Cloud

PEGA

SQL

APIs

Windows/MS Office

Job description

Quavo is seeking a Director of Technical Support to lead the Client Support team, partnering with Onboarding and Engineering to deliver top-tier support for financial services clients.

The role oversees Client Advocates and Technical Support Analysts, shaping strategy, improving processes, and ensuring successful go-lives, troubleshooting, and upgrade cycles. A strong background in SaaS and AI is highly valued.