Jobs at Quavo Fraud & Disputes

Provides Tier 2 technical support for configuration, integration, environment, database, API, and data issues. Investigates and resolves client tickets, troubleshoots SQL and API problems, supports go-lives and upgrades, escalates code defects to Engineering, maintains SLA-driven queues in Salesforce Service Cloud, mentors Tier 1 staff, identifies recurring issues, and contributes to support tooling and documentation improvements.

Owns the roadmap, problem definition, business cases, prioritization, and delivery for a core fintech platform area. Partners with product owners, engineering, data science, marketing, sales, clients, and support to develop scalable, data- and AI-driven capabilities. Monitors adoption, time-to-value, and retention, supports go-to-market activities, incorporates customer feedback, and addresses regulatory and compliance requirements.

Own defined areas of a fraud and disputes SaaS product. Partner with Product, Engineering, and delivery teams to write and groom user stories, define acceptance criteria, manage scope, and support timely releases. Serve as a subject matter expert, provide training, participate in Scrum ceremonies, and ensure features comply with Regulation E, Regulation Z, and card network rules.

Lead and grow the Client Support organization, oversee technical support analysts and client advocates, own escalation management, optimize support processes and tooling (ticketing, automation, AI), coordinate with Onboarding and Engineering for go-lives and releases, and drive performance, staffing, and continuous improvement across client support.