Manager, Quality Assurance, Customer Support

Responsibilities

• Define, evolve, and operationalize a centralized quality assurance strategy across customer support channels, including email, chat, messaging, and voice.
• Iterate on and maintain QA frameworks, scorecards, audit methodologies, and calibration processes that drive consistency, accountability, and high-quality customer experiences.
• Analyze QA results, customer interactions, CSAT trends, and operational performance data to identify coaching opportunities, process improvements, and targeted areas requiring additional QA oversight.
• Identify high-impact moments across the customer journey where deeper QA focus is needed, including low CSAT interactions, escalations, complex workflows, or AI-assisted conversations.
• Partner with Support Operations and frontline leadership to translate QA insights into actionable recommendations, operational improvements, and ongoing training opportunities.
• Evaluate both team member and AI-generated customer interactions to ensure responses are accurate, effective, compliant, and aligned with quality standards and brand expectations.
• Help shape how AI tooling is incorporated into support workflows, using QA insights and performance data to improve customer outcomes and operational efficiency.
• Develop reporting, analyses, and presentations that communicate QA performance, trends, risks, and recommendations to stakeholders and leadership teams.
• Support organizational change initiatives, including product launches, policy updates, workflow changes, and tooling improvements, ensuring QA processes evolve alongside the business.
• Drive a culture of continuous improvement by establishing strong feedback loops between QA, Support Operations, and frontline leadership teams.
• Contribute to the long-term roadmap for quality assurance and customer experience excellence within Customer Support.
• Potentially manage and mentor QA specialists or other QA team members as the function scales.

Requirements

• 5+ years of experience in quality assurance, customer support, customer experience, or service operations within a fast-paced environment.
• 3+ years of leadership experience, including managing individual contributors or senior-level team members.
• Proven experience building, scaling, or evolving QA programs and frameworks within customer support or customer experience organizations.
• Strong understanding of quality assurance methodologies, calibration practices, coaching models, and performance management.
• Experience supporting omnichannel customer support environments, including chat, email, messaging, and voice.
• Strong analytical skills with experience interpreting QA results, performance metrics, and customer feedback to drive operational improvements.
• Experience working with AI-enabled support tools and comfort evaluating the effectiveness and quality of AI-assisted customer interactions.
• Experience building or deploying AI-driven coaching and enablement solutions that surface performance insights, reinforce quality standards, and help support teams continuously improve at scale.
• Hands-on experience with CRM and support platforms such as Zendesk, along with familiarity with QA platforms and AI-enabled support technologies.
• Excellent communication and collaboration skills, with experience influencing cross-functional stakeholders and aligning teams around operational improvements.
• Comfort operating in ambiguity and evolving environments where iteration, adaptability, and problem-solving are essential.
• Ability to balance strategic thinking with hands-on execution in a rapidly evolving organization.

Nice-to-Haves

• Located in Atlantic, Eastern or Central timezones (AT, ET or CT).
• Bonus points for experience in cybersecurity or SaaS environments.