Head of Technical Support & Client Experience

Quavo, Inc.; United States; Remote; USD 130,000 - 200,000; Full time

Job summary

Quavo, Inc. in the United States seeks a Director of Technical Support to lead a client-facing team within the Client Support department.

You will guide Client Advocates and Technical Support Analysts, aligning operations with company strategy and coordinating with the Onboarding team on go-lives and releases. This senior role drives process improvements, performance analysis, and cross-functional collaboration with Engineering.

Qualifications

• 10 years+ of experience in a technical role.
• 3+ years in a team lead or manager position.
• Strong knowledge of process improvement, strategic planning, and project management.
• Senior-level writing, communication, problem-solving, and analytical skills.

Responsibilities

• Directly oversee Client Support staff and align the team with company objectives.
• Provide daily direction to ensure tickets are resolved per best practices.
• Evaluate processes and implement improvements for efficiency and service quality.
• Assist leadership with budgeting, forecasting, staffing, and training.
• Establish procedures to support standards and strategic directives.
• Provide performance data and trend analyses to leadership.
• Lead technology optimization including ticketing systems, automation, and AI agents.
• Serve as senior escalation point for client issues.

Job description

Quavo, Inc. in the United States seeks a Director of Technical Support to lead a client-facing team within the Client Support department.

You will guide Client Advocates and Technical Support Analysts, aligning operations with company strategy and coordinating with the Onboarding team on go-lives and releases. This senior role drives process improvements, performance analysis, and cross-functional collaboration with Engineering.