Senior Support Quality Manager  

We are looking for an experienced Senior Support Quality Manager to lead our team of Support Quality Analysts responsible for ensuring high-quality support and delivering on our number one core value: best customer experience, period. As a Senior Support Quality Manager, you will be responsible for managing the performance of the team, developing and implementing quality assurance programs, and delivering exceptional support experiences to our customers.

Responsibilities

• Manage the day-to-day operations of the Support Quality team, ensuring that quality standards and targets are met.
• Develop and implement quality assurance programs that measure and improve the performance of our support team.
• Lead and motivate the Support Quality team to deliver exceptional support experiences to our customers.
• Coach and mentor the team to improve their skills, knowledge, and performance.
• Conduct regular performance reviews, provide feedback, and create development plans for the team.
• Analyze support metrics to identify areas for improvement and implement solutions to increase efficiency and productivity.
• Collaborate with other teams to ensure customer feedback is being incorporated into product development.
• Create and maintain documentation for quality standards and best practices.
• Participate in the hiring and onboarding process for new Support Quality Analysts.
• Contribute to the organization's approach to voice of the customer programs and customer journey mapping.

• Willing to work US hours according to business needs
• 3+ years of experience managing a support quality team in a SaaS or tech environment.
• Experience in developing and implementing quality assurance programs.
• Strong analytical skills and ability to analyze support metrics to identify areas for improvement.
• Experience in coaching and mentoring team members to improve their skills, knowledge, and performance.
• Experience in the development of voice-of-the-customer programs.
• Excellent communication and interpersonal skills with the ability to work effectively with cross-functional teams.
• Strong organizational skills and ability to manage multiple priorities.
• Comfortable working in a fast-paced and rapidly changing environment.
• Experience in customer support and understanding of customer needs and expectations.