Manager, Quality Assurance, Customer Support

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $147k - $213k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🔧 QA Engineer (Quality Assurance)

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1Password

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2009

🔒 Cybersecurity

☁️ SaaS

⚡ Productivity

💰 $620M Series C on 2022-01

Cybersecurity • SaaS • Productivity

1Password is a leading password management and cybersecurity company that offers solutions for both individual and business customers to securely store and manage passwords, secrets, and sensitive information. With features like extended access management (XAM), 1Password empowers users to manage access to every application and web account, ensuring security across all devices with alerts for possible breaches. Trusted by over 150,000 businesses, 1Password provides comprehensive security solutions that enhance productivity by enabling easy and secure sharing of credentials and managing permissions, while maintaining high visibility and control. Their services cater to enterprises and families, providing protection from bad actors in today's SaaS-centric hybrid work environment.

📋 Description

• 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.

🎯 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