Manager, Quality Assurance, Customer Support

📋 Description

• Lead the QA program for customer support quality at 1Password.
• Define frameworks, processes, and QA strategies at scale.
• Leverage AI-powered QA tooling to surface insights.
• Collaborate with Support Ops, Enablement, Product, and cross-functional teams.
• Evaluate human and AI interactions for quality and alignment.
• Potential to lead QA specialists as the function grows.

🎯 Requirements

• 5+ years in QA, CX, or support operations.
• 3+ years leading ICs or senior teammates.
• Proven in building or scaling QA programs in CX.
• Strong QA methodologies, calibration, coaching, and performance mgmt.
• Omnichannel experience: chat, email, messaging, voice.
• Experience with Zendesk and AI-enabled support tools.

🎁 Benefits

• Remote-first culture with travel for events and engagement.
• Comprehensive health benefits and generous PTO.
• RSU program and retirement matching.
• Free 1Password account and incentive programs.
• Volunteer days and Bonusly peer recognition.
• Accommodation available and inclusive, diverse culture.