Manager, Quality Assurance, Customer Support

For our client, we are seeking a Manager Quality Assurance Customer Support to join the team of a leader in the Information Technology space. This role will lead operational priorities where safety, quality, compliance, and execution discipline are central to success. You will collaborate with field leadership, support functions, and cross-functional stakeholders to improve accountability, service delivery, and operational consistency. The position offers the opportunity to influence operational scale, customer outcomes, and organizational performance within a technology-driven environment.

Location: Remote - US based candidates only, no visa sponsorship available

Compensation: $147,000 – $213,000 annually

Responsibilities

• Define and operationalize a centralized QA strategy for multiple customer support channels
• Maintain and enhance QA frameworks and calibration processes
• Analyze QA results and customer interactions to inform operational improvements
• Identify key moments in the customer journey requiring focused QA efforts
• Translate QA insights into actionable recommendations for support teams
• Evaluate both human and AI-generated support interactions for quality and compliance
• Drive ongoing improvements in QA processes and team training initiatives

Qualifications

• 5\+ years in quality assurance, customer support, or service operations
• 3\+ years of leadership experience in managing teams
• Experience building and scaling QA programs in customer support settings
• Strong understanding of QA methodologies and coaching models
• Experience with omnichannel support environments
• Analytical skills for interpreting QA data and customer feedback
• Familiarity with AI-enabled support tools and CRM platforms like Zendesk

Benefits

• Comprehensive health benefits
• Maternity and parental leave top-up programs
• Competitive PTO policy
• RSU program for most employees
• Retirement matching program
• Paid volunteer days
• Remote-first work environment

Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.