Job Overview
We are looking for a Customer Support Quality Manager to own and elevate the quality, consistency, and effectiveness of our customer support interactions. This role sits within Support Operations and is responsible for defining quality standards, running quality assurance programs, and building training frameworks that continuously improve frontline performance.
You will work closely with Support Leaders, Team Leads, Product, Customer Success, and Operations to ensure support teams are well-trained, customer-centric, and aligned with product and process changes.
What You'll Do
Quality Strategy & Execution
- Define and own the support quality framework, including evaluation criteria, scorecards, and audit processes.
- Conduct regular quality reviews across channels (tickets, chat, calls) to ensure accuracy, tone, and policy adherence.
- Identify quality trends, root causes, and coaching opportunities.
- Partner with Support Managers and Team Leads to drive corrective actions and continuous improvement.
Training & Enablement
- Design and deliver onboarding and ongoing training programs for frontline and advanced support roles.
- Develop role-based training paths covering product knowledge, processes, tools, and customer communication.
- Ensure training content evolves with product releases, policy changes, and operational updates.
Coaching & Performance Improvement
- Support Team Leads with coaching frameworks and calibration sessions.
- Run regular calibration exercises to ensure consistent quality scoring across teams.
- Help reduce repeat errors, escalations, and reopens through targeted enablement.
Cross-Functional Collaboration
- Partner with Product, Engineering, Customer Success, and Operations to stay aligned on roadmap changes and customer expectations.
- Ensure support teams are fully enabled ahead of launches and major changes.
- Act as the bridge between frontline feedback and process or training updates.
Metrics & Reporting
- Track and report on quality and training metrics such as QA scores, CSAT impact, error rates, reopens, time-to-proficiency, and training completion.
- Use data to prioritize high-impact quality and enablement initiatives.
What You'll Bring
- 8 to 13+ years of experience in Customer Support, Quality Assurance, Training, or Support Operations.
- Proven experience owning support quality programs and training frameworks.
- Strong understanding of frontline support workflows and customer experience best practices.
- Experience working closely with Support Managers and Team Leads.
- Excellent communication, coaching, and stakeholder management skills.
- Data-driven mindset with experience tying quality and training efforts to customer outcomes.
- Familiarity with QA tools, LMS platforms, and ticketing systems (Zendesk, Salesforce, etc.).
What Success Looks Like
- Consistently high-quality customer interactions across teams and regions.
- Faster ramp time for new hires and improved frontline confidence.
- Reduced repeat issues and escalations.
- Strong alignment between product changes and frontline readiness.
- Clear, trusted quality metrics influencing leadership decisions.
