Director, Quality – Support

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November 18

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dscout

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SaaS • B2B • Market Research

dscout is a research platform that offers a flexible experience research platform supported by an industry-leading participant pool. It enables researchers to recruit and field studies quickly, analyze data for insightful results, and share insights effectively. dscout is designed for both moderated and unmoderated studies, and emphasizes understanding participants' opinions and behaviors through various research methods including usability testing and concept testing. It serves multiple industries such as retail, technology, and healthcare, offering seamless integration with tools like Figma, Slack, and Miro. The platform focuses on high-quality insights that impact product quality and decision-making processes.

51 - 200 employees

Founded 2011

☁️ SaaS

🤝 B2B

💰 $70M Series C on 2022-03

📋 Description

• Build & lead a high performing team • Define role responsibilities and team structure for your team • Lead team members during a period of organizational transition • Foster a culture of drive, self-directed learning, and continuous improvement • Create clarity and psychological safety while maintaining high performance standards through organizational change • Cut through ambiguity to create actionable plans and maintain unwavering focus on outcomes • Drive AI support from concept to launch with aggressive timelines • Establish quality dashboards and baseline metrics as early foundational work • Continuously drive improvements & evolution of the AI support tooling with focus on measurable results • Build comprehensive dashboards and reporting that give real-time visibility into product health • Establish monitoring systems across all quality data sources: support tickets, bugs, internal systems, and qualitative feedback • Create proactive alerting and communication when quality trends shift • Partner with the Engineering and Product teams to drive continuous quality improvements • Define scalable processes and protocols across product, engineering, and customer facing teams • Establish standards for customer communications during platform issues, outages, or changes • Lead high-stakes, complex customer communications in partnership with account teams • Own the AI support strategy - Define the roadmap for AI support capabilities and set accuracy/deflection targets • Drive data-informed decisions - Establish KPIs, create dashboards, and use analytics to identify improvement opportunities • Evolve AI support tools & process while balancing balancing ongoing quality and support needs

🎯 Requirements

• 7+ years in customer support / success, quality operations, or related fields with at least 3 years leading teams • Track record of leading through organizational change and transformation while maintaining team morale and psychological safety • Experience hiring, developing, and retaining high-performing teams • Demonstrated success managing cross-functional processes and communications in a B2B SaaS or product environment • Direct experience implementing quality analytics, dashboards, and metrics-driven operations at scale • Proven track record building or significantly improving support automation—ideally with AI-based systems • Strong technical fluency—you understand how modern software systems work and can engage credibly with engineering teams, including GenAI & system integration topics • Ability to make sound technical decisions and analyze trade-offs in partnership with engineering leadership (without needing to code) • Exceptional written and verbal communication, including experience managing difficult customer-facing situations

🏖️ Benefits

• A strong and competitive compensation package with a built-in bonus and equity program. • An incredible and progressive benefits package (for both you and your dependents) to support work/life balance, including flexible PTO, 16 company holidays, 12 weeks of paid parental leave, 401k match, and much more. • An education stipend to support your growth & development and a remote work stipend. • A company that is open and transparent with our team. You will know what is happening and why it matters.