Manager, Quality Assurance, Customer Support

AgileBits Inc.

Job Overview

Location

Remote (United States | Canada)

Job Type

Full-time

Full Job Description

📋 Description

• As the Manager, Quality Assurance within Customer Support, you will play a key role in shaping how we measure, maintain, and improve the quality of our customer experience across every support interaction.
• You’ll 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.
• By leveraging AI-powered QA tooling, you’ll surface actionable insights, identify emerging themes, and help drive continuous improvements in support quality and team performance.
• Our QA program is still in its early stages, with foundational processes already in place but significant opportunity to iterate, expand, and mature the function over time.
• This role is ideal for someone who thrives in evolving environments and is excited by the opportunity to help shape a modern QA program while balancing strategic ownership with hands-on execution.
• Reporting into Customer Support leadership, you will 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.
• You’ll help establish scalable QA methodologies, calibration practices, reporting structures, and feedback loops that drive accountability and continuous improvement throughout the organization.
• In this role, you’ll also help shape how QA supports AI-powered customer experiences.
• As AI-assisted workflows and responses continue to evolve, you’ll evaluate both human and AI-generated customer interactions to ensure quality, consistency, accuracy, and alignment with the customer experience we aim to deliver.
• Your ability to identify trends, uncover friction points, and drive targeted quality initiatives will directly influence both team effectiveness and customer experience.
• This role has the potential to evolve into direct people leadership of QA specialists or QA team leads as the function grows.
• You’ll help define, evolve, and operationalize a centralized quality assurance strategy across customer support channels, including email, chat, messaging, and voice.
• You’ll iterate on and maintain QA frameworks, scorecards, audit methodologies, and calibration processes that drive consistency, accountability, and high-quality customer experiences.
• You’ll analyze QA results, customer interactions, CSAT trends, and operational performance data to identify coaching opportunities, process improvements, and targeted areas requiring additional QA oversight.
• You’ll identify high-impact moments across the customer journey where deeper QA focus is needed, including low CSAT interactions, escalations, complex workflows, or AI-assisted conversations.
• You’ll partner with Support Operations and frontline leadership to translate QA insights into actionable recommendations, operational improvements, and ongoing training opportunities.
• You’ll evaluate both team member and AI-generated customer interactions to ensure responses are accurate, effective, compliant, and aligned with quality standards and brand expectations.
• You’ll help shape how AI tooling is incorporated into support workflows, using QA insights and performance data to improve customer outcomes and operational efficiency.
• You’ll develop reporting, analyses, and presentations that communicate QA performance, trends, risks, and recommendations to stakeholders and leadership teams.
• You’ll support organizational change initiatives, including product launches, policy updates, workflow changes, and tooling improvements, ensuring QA processes evolve alongside the business.
• You’ll drive a culture of continuous improvement by establishing strong feedback loops between QA, Support Operations, and frontline leadership teams.
• You’ll contribute to the long-term roadmap for quality assurance and customer experience excellence within Customer Support.
• Potentially, you’ll manage and mentor QA specialists or other QA team members as the function scales.

🎯 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

• Define, evolve, and operationalize a centralized quality assurance strategy across customer support channels, including email, chat, messaging, and voice.
• Iterate on and maintain QA frameworks, scorecards, audit methodologies, and calibration processes that drive consistency, accountability, and high-quality customer experiences.
• Analyze QA results, customer interactions, CSAT trends, and operational performance data to identify coaching opportunities, process improvements, and targeted areas requiring additional QA oversight.
• Identify high-impact moments across the customer journey where deeper QA focus is needed, including low CSAT interactions, escalations, complex workflows, or AI-assisted conversations.
• Partner with Support Operations and frontline leadership to translate QA insights into actionable recommendations, operational improvements, and ongoing training opportunities.
• Evaluate both team member and AI-generated customer interactions to ensure responses are accurate, effective, compliant, and aligned with quality standards and brand expectations.
• Help shape how AI tooling is incorporated into support workflows, using QA insights and performance data to improve customer outcomes and operational efficiency.
• Develop reporting, analyses, and presentations that communicate QA performance, trends, risks, and recommendations to stakeholders and leadership teams.
• Support organizational change initiatives, including product launches, policy updates, workflow changes, and tooling improvements, ensuring QA processes evolve alongside the business.
• Drive a culture of continuous improvement by establishing strong feedback loops between QA, Support Operations, and frontline leadership teams.
• Contribute to the long-term roadmap for quality assurance and customer experience excellence within Customer Support.
• Potentially, manage and mentor QA specialists or other QA team members as the function scales.

🏠 Location

• Remote (United States | Canada)

Skills & Technologies

Remote

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AgileBits Inc.

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About AgileBits Inc.

AgileBits Inc. develops 1Password, a cross-platform password manager that securely stores credentials, secrets, and documents for individuals, families, and enterprises. The Toronto-based company provides browser extensions, desktop and mobile apps, and a command-line tool to generate, fill, and audit passwords while enforcing zero-knowledge encryption. Features include shared vaults, SSH key management, sign-in with SSO, advanced reporting, and developer integrations. The product supports Windows, macOS, Linux, iOS, Android, and ChromeOS, and offers hosted or self-hosted deployment. AgileBits serves millions of users and thousands of organizations worldwide, emphasizing privacy, compliance, and ease of use.

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