Manager, Quality Assurance, Customer Support

🕒 vor 11 Tagen

🇺🇸 Vereinigte Staaten – Remote

💵 $147.000 - $213.000 / Jahr

⏰ Vollzeit

🟡 Mittelstufe

🟠 Senior

🔧 QA-Ingenieur (Qualitätssicherung)

🦅 H1B-Visum-Sponsor

Dieses Unternehmen hat in der Vergangenheit H1B-Visa gesponsert.

Jetzt Bewerben

Ähnliche Remote-Jobs finden

E-Mail-Benachrichtigung für neue Jobs einrichten

📊 Überprüfen Sie Ihre Lebenslauf-Bewertung für diese Stelle

Verbessern Sie Ihre Chancen auf ein Vorstellungsgespräch, indem Sie Ihre Lebenslauf-Bewertung vor der Bewerbung überprüfen.

Lebenslauf hochladen

1Password

WebsiteLinkedInAlle Stellen

501 - 1000 Mitarbeiter

Gegründet 2009

🔒 Cybersecurity

☁️ SaaS

⚡ Produktivität

💰 €620.000.000 Series C im 2022-01

Cybersecurity • SaaS • Productivity

1Password ist eine branchenführende Lösung für Passwortverwaltung, die die Sicherheit für Einzelpersonen, Familien und Unternehmen erhöht. Sie bietet eine sichere Plattform zum Speichern und Verwalten von Passwörtern, sensiblen Informationen und Zugangsdaten auf verschiedenen Geräten. Mit Funktionen wie Extended Access Management sichert sie den Zugriff für jede Identität und jede Anwendung wirksam ab und schließt damit Sicherheitslücken, die herkömmliche Access-Management-Tools offenlassen. 1Password wird von 165. 000 Unternehmen und Millionen von Familien vertraut und wurde für hohe Nutzerzufriedenheit und starke Enterprise-Funktionen anerkannt – eine Top-Wahl für umfassende digitale Sicherheit.

Beschreibung

• 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.

🎯 Anforderungen

• 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.

🏖️ Vorteile

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