Customer Support Quality Lead - Remote

Overview

As the Quality Lead on our Customer Support team, you’ll play a key role in ensuring our customer support agents and AI automations deliver exceptional, consistent experiences across every channel.

In Short

• Establish, manage, and continuously improve a QA program that evaluates agent performance across all support channels.
• Analyze Quality data to identify trends in customer sentiments, performance gaps, and opportunities for improvement.
• Collaborate with cross-functional teams to embed quality feedback into product and process updates.
• Create and maintain customer sentiment analysis, job aids, and reference guides to support ongoing agent and co-pilot development.
• Support onboarding of new agents and ensure smooth ramp-up into live support environments.

Requirements

• 3+ years leading Quality, Voice of Customer, or Learning & Development within a support or operations environment.
• Comfortable analyzing performance metrics, identifying trends, and translating insights into action plans and customer stories.
• Knowledge of quality assurance methodologies and best practices in customer support.
• Skilled in using support platforms such as Salesforce Service Cloud, Zendesk, or similar tools.
• Strong collaboration skills and the ability to influence without direct authority.
• Bonus: Experience with e-learning platforms, LMS administration, or QA software tools.

Benefits

• Flexible PTO and 11 company holidays.
• Fully-paid health benefits plan for employees.
• 12 weeks of 100% paid parental leave.
• $50,000-lifetime maximum benefit related to eligible adoption, surrogacy, or fertility expenses.
• $150 monthly WFH stipend.
• $250 annual productivity stipend.
• One-time $750 home office stipend.
• Pet Insurance for employees' pets.