Director, Technical Support

🕒 Julho 31

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Quavo Fraud & Disputes

SiteLinkedInTodas as Vagas

51 - 200 funcionários

Fundada em 2015

💼 Consultoria

🛡️ Seguros

📦 Logística

Consulting • Insurance • Logistics

A Quavo Fraud & Disputes é uma fornecedora de soluções de gerenciamento de disputas e fraudes para instituições financeiras. Sua plataforma SaaS (QFD®) e Especialistas em Resolução de Disputas (DRE™) combinam automação, IA agencial, análises avançadas e integrações para acelerar a resolução de disputas de cartões, reduzir perdas, garantir conformidade regulatória e melhorar a experiência do cliente para bancos, cooperativas de crédito, fintechs, processadoras e bancos patrocinadores.

Descrição

• 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

🎯 Requisitos

• 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

🏖️ Benefícios

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