Product QA, Customer Support Lead

We are seeking a Product QA, Customer Support Lead to join our team and help ensure our product is of the highest quality and our customers are receiving exceptional support. As the Product QA, Customer Support Lead, this person will be responsible for overseeing all product-related customer support activities, including quality testing, leading a team of analysts, triaging incoming support requests, and ensuring timely resolution of product-related customer issues.

While this is a remote position, ideal candidates will live near one of our collaboration centers in St. Louis, Chicago or the Dallas/Ft.Worth areas, so that they can be on-site with teams regularly.

After applying for this position, please make sure to check your inbox or spam folder for a confirmation email that we received your application. Please also make sure to add Brado in your email on an "allow" list. In some email systems this may require you to right click and "always allow from" or "never mark as spam from" or something similar.

Responsibilities:

• Respond to and triage incoming customer support requests.
• Ensure timely resolution of customer issues, working closely with the development and product teams as necessary.
• Continuously monitor customer support metrics and identify areas for improvement.
• Work with the product team to identify areas of improvement for the product based on customer feedback.
• Develop and maintain customer support documentation and knowledge base.
• Collaborate with other teams, including development and product, to ensure customer needs are being met.
• Responsible for identifying bugs, issues, defects, or mistakes in demo and production environments.
• Quality test platform while creating automation scripts and tracking metrics.
• Improve product and customer feedback workflows and contact forms.
• Create technical and product documentation.

Requirements

• Bachelor's degree in Business, Cognitive Science, Computer Science, or a related field.
• At least 2+ years experience in quality assurance and customer support services, preferably in a software or SaaS company.
• At least 2+ years of experience in Zendesk, Monday.com, Salesforce, and Jira.
• At least 2+ years of experience in creating Customer Support contact forms and workflows.
• At least 2+ years of experience in quality testing products, creating automation test scripts, and creating/tracking metrics.
• At least 2+ years of writing internal and customer-facing technical and product documentation.
• Strong leadership and management skills.
• Excellent written and verbal communication skills.
• Ability to work in a fast-paced, dynamic environment.
• Familiarity with customer support tools and processes.

Benefits

• Growth incentive bonus eligible
• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Short Term & Long Term Disability
• Training & Development
• Work From Home