# Manager, Quality Assurance, Customer Support

**Company:** [1Password](https://hotfix.jobs/companies/1password)
**Location:** Remote
**Role:** Support Engineering
**Salary:** $147k – $213k/yr
**Experience:** 5+ years
**Skills:** quality assurance, Customer Support, Zendesk, ai-enabled tools, omnichannel support, Performance Management, calibration practices, csat analysis, crm platforms, qa frameworks
**Posted:** 2026-07-20

> Lead the evolution of 1Password's QA program for customer support, building frameworks to measure and improve quality across human and AI-assisted interactions. Requires 5+ years QA/support experience including 3+ years leadership, strong analytics, and comfort with AI tools in omnichannel environments.

## Job Description

## 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.

## Similar roles

- [IT Security and Automation Engineer](https://hotfix.jobs/jobs/604b87b5-13a2-4bba-88b2-f7d0fbbad141) - Teleport - Remote - $149k – $258k/yr
- [Network Engineer, Wireless / Corp](https://hotfix.jobs/jobs/167a3c1e-5adf-412f-9266-b8a562d5f7f0) - Fluidstack - New York, NY - $150k – $203k/yr
- [Automations Engineer, Post Sales Systems](https://hotfix.jobs/jobs/20cfacd9-73cb-4890-95ce-34e75f3ece23) - ClickUp - Remote - $144k – $181k/yr
- [Manager, Solutions Support Engineering](https://hotfix.jobs/jobs/184a2c26-fe31-4d1b-a69c-92dda33af0ee) - Wiz - Remote - $144k – $198k/yr
- [Cloud Infrastructure Engineer](https://hotfix.jobs/jobs/136a0914-383a-4d1b-9a07-f5178ff5c512) - Glean - Mountain View, CA - $144k – $174k/yr

**Apply:** https://hotfix.jobs/jobs/409f521f-ddbc-4544-a7d7-24462f456bdd
**Canonical:** https://hotfix.jobs/jobs/409f521f-ddbc-4544-a7d7-24462f456bdd