Manager, Quality Assurance, Customer Support

🕒 Julho 20

🌐 Estados Unidos, Canadá – Remoto

🇺🇸 Estados Unidos – Remoto (EUA) 🇨🇦 Canadá – Remoto

💵 $147.000 - $213.000 / ano

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

🔧 Engenheiro de QA (Qualidade de Software)

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1Password

SiteLinkedInTodas as Vagas

501 - 1000 funcionários

Fundada em 2009

🔒 Cibersegurança

☁️ SaaS

⚡ Produtividade

💰 $620.000.000 Series C em 2022-01

Cybersecurity • SaaS • Productivity

1Password é uma solução líder em gerenciamento de senhas, projetada para aprimorar a segurança de indivíduos, famílias e empresas. Ela oferece uma plataforma segura para armazenar e gerenciar senhas, informações sensíveis e credenciais de acesso em diversos dispositivos. Com recursos como Gerenciamento Avançado de Acesso, assegura efetivamente o acesso para cada identidade e aplicação, fechando assim as brechas de segurança deixadas por ferramentas tradicionais de gerenciamento de acesso. Confiável por 165. 000 empresas e milhões de famílias, o 1Password é reconhecido por sua satisfação do usuário e capacidades empresariais, tornando-o uma escolha principal para segurança digital abrangente.

Descrição

• 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.

🎯 Requisitos

• 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.

🏖️ Benefícios

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