Manager, Quality Assurance, Customer Support in United States Embassy at Jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Manager, Quality Assurance, Customer Support based in the United States.

This role offers the opportunity to define and scale quality standards for a world-class customer support organization.
You will lead the evolution of QA frameworks, processes, and measurement strategies that improve customer experiences at scale.
The position combines operational leadership, data-driven insights, coaching, and innovation through AI-powered support solutions.
You will partner with support leaders and cross-functional teams to identify improvement opportunities and drive meaningful change.
This is a high-impact opportunity for someone who enjoys building programs from the ground up in a fast-moving environment.
You will help shape how human and AI-assisted customer interactions are evaluated, improved, and optimized.
The ideal candidate will bring strategic vision, hands-on execution skills, and a passion for continuous improvement.

The Manager, Quality Assurance, Customer Support will own the strategy, development, and execution of quality assurance initiatives across customer support operations. This role will establish scalable QA practices, uncover actionable insights, and create feedback loops that improve team performance and customer satisfaction.

• Define, evolve, and operationalize a centralized quality assurance strategy across multiple customer support channels, including email, chat, messaging, and voice.
• Build and maintain QA frameworks, scorecards, audit processes, and calibration practices that promote consistency and accountability.
• Analyze customer interactions, QA results, satisfaction trends, and performance metrics to identify improvement opportunities.
• Develop insights and recommendations that support coaching, training, operational improvements, and enhanced customer experiences.
• Evaluate both human and AI-generated customer interactions to ensure accuracy, effectiveness, consistency, and alignment with quality standards.
• Partner with Support Operations, frontline leaders, enablement teams, product teams, and other stakeholders to implement quality improvements.
• Develop reporting structures, dashboards, and presentations that communicate trends, risks, and opportunities to leadership.
• Support organizational changes including product updates, workflow improvements, and new technology adoption by evolving QA processes accordingly.
• Help integrate AI-powered tools into support workflows to improve efficiency, coaching, and customer outcomes.
• Establish strong feedback loops that encourage continuous improvement across the support organization.
• Contribute to the long-term roadmap for customer support excellence and potentially lead QA specialists as the function expands.

The ideal candidate is an experienced quality assurance and customer support leader who can balance strategic program ownership with hands-on execution. They should have strong analytical skills, experience scaling operational frameworks, and the ability to influence teams through data and collaboration.

• 5+ years of experience in quality assurance, customer support, customer experience, or service operations within a fast-paced environment.
• 3+ years of leadership experience managing individual contributors or senior-level team members.
• Proven experience creating, scaling, or improving QA programs and frameworks within customer support or customer experience organizations.
• Strong understanding of QA methodologies, calibration processes, coaching models, and performance management practices.
• Experience supporting omnichannel customer service environments, including chat, email, messaging, and voice.
• Strong analytical capabilities with experience interpreting quality metrics, customer feedback, and operational performance data.
• Experience working with AI-enabled support tools and evaluating AI-assisted customer interactions.
• Familiarity with AI-driven coaching, enablement, or performance improvement solutions.
• Hands-on experience with CRM and support platforms such as Zendesk, as well as QA and support technology solutions.
• Excellent communication skills with the ability to influence cross-functional stakeholders and drive alignment.
• Ability to operate effectively in ambiguous, evolving environments while managing competing priorities.
• Strong problem-solving skills and the ability to combine strategic thinking with practical execution.

• Competitive annual base salary:
  • United States: $147,000–$213,000 USD.
  • Canada: $101,000–$146,000 CAD.
• Equity grant opportunities and participation in applicable incentive programs.
• Comprehensive health and wellness benefits, including medical, dental, and vision coverage.
• Retirement savings support, including 401(k) or RRSP matching programs depending on location.
• Generous paid time off policy and parental leave top-up programs.
• Fully remote work environment with opportunities for in-person team connection and company events.
• Professional growth opportunities within a rapidly evolving technology organization.
• Paid volunteer days and employee recognition programs.
• Access to a free account and additional employee-focused perks.