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Manager, Quality Assurance, Customer Support

QA EngineerQA EngineerFull TimeRemoteSeniorTeam 501-1,000Since 2009H1B SponsorCompany SiteLinkedIn

Location

United States

Posted

17 hours ago

Salary

$147K - $213K / year

Seniority

Senior

Bachelor Degree5 yrs expEnglish

Job Description

Manager, Quality Assurance, Customer Support

1Password

• play a key role in shaping how we measure, maintain, and improve the quality of our customer experience across every support interaction. • lead the evolution of our QA program, helping define the frameworks, processes, and operational strategies that enable our teams to deliver consistent, high-quality support at scale. • leverage AI-powered QA tooling, you’ll surface actionable insights, identify emerging themes, and help drive continuous improvements in support quality and team performance. • partner closely with Support Operations, frontline leaders, Enablement, Product, and other cross-functional teams to identify opportunities for operational improvement, coaching, and quality enhancements across the customer journey. • help establish scalable QA methodologies, calibration practices, reporting structures, and feedback loops that drive accountability and continuous improvement throughout the organization. • evaluate both human and AI-generated customer interactions to ensure quality, consistency, accuracy, and alignment with the customer experience we aim to deliver.

Job Requirements

  • 5+ years of experience in quality assurance, customer support, customer experience, or service operations within a fast-paced environment.
  • 3+ years of leadership experience, including managing individual contributors or senior-level team members.
  • Proven experience building, scaling, or evolving QA programs and frameworks within customer support or customer experience organizations.
  • Strong understanding of quality assurance methodologies, calibration practices, coaching models, and performance management.
  • Experience supporting omnichannel customer support environments, including chat, email, messaging, and voice.
  • Strong analytical skills with experience interpreting QA results, performance metrics, and customer feedback to drive operational improvements.
  • Experience working with AI-enabled support tools and comfort evaluating the effectiveness and quality of AI-assisted customer interactions.
  • Experience building or deploying AI-driven coaching and enablement solutions that surface performance insights, reinforce quality standards, and help support teams continuously improve at scale.
  • Hands-on experience with CRM and support platforms such as Zendesk, along with familiarity with QA platforms and AI-enabled support technologies.
  • Excellent communication and collaboration skills, with experience influencing cross-functional stakeholders and aligning teams around operational improvements.
  • Comfort operating in ambiguity and evolving environments where iteration, adaptability, and problem-solving are essential.
  • Ability to balance strategic thinking with hands-on execution in a rapidly evolving organization.

Benefits

  • health, dental, 401k and many others
  • generous paid time off
  • equity grant

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