Quality Assurance Specialist – Customer Success

November 25

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Owner.com

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Owner is the all-in-one platform for managing a restaurant's digital presence. We empower restaurant owners to truly own their restaurant, on the web. Our product helps them take back control from large corporations who are stealing their customer relationships and charging them unfair fees.

11 - 50 employees

📋 Description

• Evaluate the customer interactions led by our CSMs on both proactive outreach calls and reactive retention calls. • Ensure that we hit a high standard of service based on our Customer Success Quality rubrics. • Identify recurring gaps in communication or process. • Surface coaching opportunities and collaborate closely with Success leadership to recommend training and process improvements. • Listen to and score Customer Success calls that aim to increase customer retention through both proactive and reactive motions. • Provide clear trends and coaching opportunities based on rubrics scores to Success leadership.

🎯 Requirements

• 2+ years of experience in a Customer Success or Account Management role. • Proven success in a quality or enablement focused role. • Ability to listen to and score 80-100 calls per week. • Experience with Customer Success tools, including (but not limited to) Salesforce, Sales Loft, TalkDesk, Gong, Loom, and Metabase. • A background in B2B2C, ideally within the food/hospitality and technology space. You are familiar with industry trends and competitive dynamics and eager to share that knowledge with your team. • A commitment to personal growth and continuous development.

🏖️ Benefits

• Comprehensive health coverage • Unlimited PTO • Remote-first workplace • Extra fun perks!