Job Description
📋 Description Lead development and continuous improvement of customer support quality and enablement programs Establish scalable processes, training initiatives, and quality standards to empower support teams. Collaborate with Product, Engineering, Operations, Compliance, and Customer Success. Identify opportunities to enhance workflows, optimize knowledge management, and drive operational Leverage data and AI-driven solutions to improve coaching, documentation, and quality monitoring. 🎯 Requirements Minimum of 5 years of experience in Customer Support, Customer Experience, Quality Assurance Proven experience building or significantly expanding a Quality Assurance program within a customer Strong knowledge of QA scorecards, calibration processes, coaching methodologies, and performance Experience supporting multi-channel customer service operations across email, chat, and phone. Expertise in knowledge management, including Help Centers, macros, documentation, and tone Excellent written communication, analytical thinking, and problem-solving skills. 🎁 Benefits Competitive base salary ranging from $90,000 to $110,000, plus equity. Comprehensive medical, dental, and vision coverage with ~95% employer-paid premiums. Flexible paid time off. One-time home office setup allowance. Annual learning and professional development stipend. Monthly allowance for internet and mobile phone expenses.
