Director, Technical Support

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Quavo Fraud & Disputes

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2015

💼 Consulting

🛡️ Insurance

📦 Logistics

Consulting • Insurance • Logistics

Quavo Fraud & Disputes is a provider of dispute and fraud management solutions for financial institutions. Its SaaS platform (QFD®) and Dispute Resolution Experts (DRE™) combine automation, agentic AI, advanced analytics, and integrations to accelerate card dispute resolution, reduce losses, ensure regulatory compliance, and improve customer experience for banks, credit unions, fintechs, processors, and sponsor banks.

📋 Description

• 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

• 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

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