Director, Technical Support

Quavo Fraud & Disputes

Director of Technical Support at Quavo leading application and technical support teams. Ensuring client satisfaction and operational excellence through effective management and process improvement.

Posted 7/31/2026full-timeRemote • 🇺🇸 United StatesLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive experience in client support operations, including team leadership, process improvement, and strategic planning. Proficient in managing technical teams and optimizing the use of technology to enhance service delivery and operational efficiency.

Highest-signal resume keywords

Team LeadershipProcess ImprovementProject ManagementClient Support OperationsAI Solutions Implementation

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Process ImprovementProject ManagementDatabase TroubleshootingAPI ManagementSQL Troubleshooting

Soft Skills

Communication SkillsProblem-Solving SkillsTime ManagementTeamwork AbilityMultitasking Ability

Tools & Technologies

MS WindowsMS OfficeTicketing SystemsAutomation ToolsAI Agents

Industry Keywords

Client SupportTechnical SupportPerformance AnalysisCross-Functional InitiativesChange Management

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

Directly oversee Client Support staff, including Client Advocates and Technical Support Analysts
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
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
Optimize the Client Support team's use of technology, including ticketing systems, automation, and AI agents
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

Requirements

What you’ll need

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

Benefits

Comp & perks

Health insurance
401(k) matching
Flexible work hours
Paid time off
Remote work options