Director of Technical Support at Quavo leads the Client Support organization, overseeing application and technical support to ensure clients receive high-quality service. This senior leadership role provides direction to Client Advocates and Technical Support Analysts and drives Client Support strategy, operations, and continuous improvement. The Director partners with the Onboarding team on client go-lives, troubleshooting, and release upgrades, and acts as the senior escalation point for client issues. Core responsibilities include managing the Client Support staff, aligning activities with strategic objectives, optimizing processes and the use of technology (ticketing systems, automation, and AI agents), and delivering performance analysis and reporting. The role also collaborates with Engineering, participates in product launches and cross-functional initiatives, and helps supervise hiring, training, scheduling, budgeting, and performance improvement programs. Required qualifications include 10+ years in a technical role, 3+ years in a team leadership role with direct reports, strong skills in process improvement, planning and project management, senior-level writing and communication, and experience with databases, APIs, SQL troubleshooting, and AI solutions. Preferred qualifications include a Bachelor's degree, SaaS experience, and familiarity with Salesforce Service Cloud and PEGA.

Director of Technical Support at Quavo leads the Client Support organization, overseeing application and technical support to ensure clients receive high-quality service. This senior leadership role provides direction to Client Advocates and Technical Support Analysts and drives Client Support strategy, operations, and continuous improvement. The Director partners with the Onboarding team on client go-lives, troubleshooting, and release upgrades, and acts as the senior escalation point for client issues. Core responsibilities include managing the Client Support staff, aligning activities with strategic objectives, optimizing processes and the use of technology (ticketing systems, automation, and AI agents), and delivering performance analysis and reporting. The role also collaborates with Engineering, participates in product launches and cross-functional initiatives, and helps supervise hiring, training, scheduling, budgeting, and performance improvement programs. Required qualifications include 10+ years in a technical role, 3+ years in a team leadership role with direct reports, strong skills in process improvement, planning and project management, senior-level writing and communication, and experience with databases, APIs, SQL troubleshooting, and AI solutions. Preferred qualifications include a Bachelor's degree, SaaS experience, and familiarity with Salesforce Service Cloud and PEGA.