Quality Assurance & Continuous Improvement Manager

We’re looking for a proven operator to build and develop Customer Support’s Quality and Continuous Improvement program. Continuous Improvement is at the heart of excellent customer service organizations; analyzing our conversations with customers to inform process, training, and quality priorities is how we ensure that our team is always providing the best support experience. The right candidate is exceptionally customer-focused with a background in customer-facing roles, and has experience leading quality assurance, training, and/or continuous improvement efforts. This is an incredibly data-driven role. 

• Develop a framework to feed conversation and QA insights into our Enablement and Process Management teams, ensuring we are always making improvements that enhance the customer experience. 
• Collaborate with QA reviewers from the support team to facilitate quality calibrations + ensure each quality review is helping the team improve. 
• Help us maximize the value of our continuous improvement tech stack (QA software, insights tool) and develop strong relationships with our software partners 
• Take full ownership of large, cross-functional special projects designed to accelerate our conversation insights and quality assurance strategies
• Work with Sr. CS Leadership to surface conversation insights across the company in order to inform our company strategy and roadmap.

• 5+ years of experience in Customer Support or a customer-facing role 
• 3+ years in a quality assurance, quality management or equivalent role
• 2+ years of project or program management experience
• Strong interpersonal and communication skills – can quickly build rapport with senior technical and non-technical leaders
• Intrinsically motivated and entrepreneurial; you enjoy a mix of working with others and by yourself 
• Strong technical aptitude with experience using QA systems
• You’re an excellent self-starter with a track record of seamless execution on complex programs or projects with minimal guidance

We are a well-treated bunch, with awesome benefits! If there’s something important to you that’s not on this list, talk to us! :)

• Competitive salary and meaningful equity
• Comprehensive medical, dental, and vision coverage
• Regular compensation reviews - great work is rewarded!
• Open vacation policy and 10 corporate holidays
• Paid Parental Leave Program
• 401k plan & match
• In-office bicycle storage
• Fun events for Intercomrades, friends, and family!

*Proof of eligibility to work in the United States is required.