Manager, Quality Assurance, Customer Support

About the role

This position is central to refining the quality of customer interactions. You will lead the development of our quality assurance program, establishing processes and strategies to ensure consistent, high-caliber support as we grow. Utilizing AI-powered tools, you will uncover insights and drive improvements in support quality and team effectiveness.

Key facts

What you'll do

Develop and implement a unified quality assurance strategy across all customer support channels, including email, chat, messaging, and voice.

Refine QA frameworks, evaluation criteria, and calibration procedures to promote consistency, accountability, and excellent customer experiences.

Analyze QA findings, customer feedback, and performance data to pinpoint coaching needs, process enhancements, and areas requiring focused QA attention.

Identify critical customer journey touchpoints that benefit from increased QA scrutiny, such as low satisfaction interactions, complex issues, or AI-assisted communications.

Collaborate with Support Operations and frontline management to transform QA insights into actionable plans, operational adjustments, and ongoing training initiatives.

Assess both human and AI-generated customer communications to verify accuracy, effectiveness, compliance, and alignment with quality standards and brand expectations.

Contribute to the integration of AI tools within support workflows, using QA data to enhance customer outcomes and operational efficiency.

Create reports and analyses to communicate QA performance, trends, risks, and recommendations to stakeholders and leadership.

Support organizational changes, such as new product releases or workflow updates, by ensuring QA processes adapt accordingly.

Foster a culture of continuous improvement by building strong feedback loops between QA, Support Operations, and frontline teams.

Contribute to the long-term vision for quality assurance and customer experience excellence within Customer Support.

Potentially manage and mentor QA specialists or team leads as the function expands.

Requirements

Possess at least 5 years of experience in quality assurance, customer support, customer experience, or service operations within a fast-paced setting.

Have a minimum of 3 years of leadership experience, including supervising individual contributors or senior team members.

Demonstrate a track record of building, scaling, or evolving QA programs and frameworks within customer support or customer experience departments.

Exhibit a solid understanding of QA methodologies, calibration techniques, coaching models, and performance management principles.

Have experience supporting multi-channel customer support environments, such as chat, email, messaging, and voice.

Possess strong analytical abilities with experience in interpreting QA results, performance metrics, and customer feedback to drive operational improvements.

Be comfortable working with AI-enabled support tools and evaluating the quality and effectiveness of AI-assisted customer interactions.

Have experience building or implementing AI-driven coaching and enablement solutions that provide performance insights and reinforce quality standards.

Proficient in CRM and support platforms like Zendesk, with familiarity with QA platforms and AI support technologies.

Exhibit excellent communication and collaboration skills, with experience influencing cross-functional partners and aligning teams on operational enhancements.

Be comfortable operating in ambiguous and evolving environments that require iteration, adaptability, and problem-solving.

Be able to balance strategic thinking with hands-on execution in a rapidly developing organization.

Nice to have

Preference for candidates located in Atlantic, Eastern, or Central time zones (AT, ET, or CT).

Skills & tools

Zendesk

AI-enabled support tools

CRM platforms

QA platforms

Practical notes

This role is open to candidates in the United States and Canada.

US-based salary range: $104,000 - $151,000 USD annually.

Canada-based salary range: $101,000 - $146,000 CAD annually.

Compensation includes immediate participation in 1Password's benefits program (health, dental, 401k/RRSP, and more), generous paid time off, an equity grant, and potential participation in incentive programs.

This posting is for an existing vacancy.

Remote employees are expected to be available and willing to travel for in-person engagement, which may include annual department offsites, team meetings, and industry events.

Candidates are welcome to use AI tools responsibly during the application process.