The Customer Support - Total Quality Manager is a strategic and operational owner for Quality Assurance programs within the Global Customer Support organization.

In this role you will be responsible for managing the Support organization’s total quality function. You will own and drive the end-to-end Quality and VOC programs to ensure a consistent Customer Experience across our global Support team. This includes managing Quality programs and Customer feedback channels to identify areas of improvement, overall trends, and training/coaching opportunities for frontline teams.

The Quality Manager is an individual contributor and reports into the Sr. Manager of Support Operations

Your Daily Adventures Will Include

• Build and lead Quality and VOC systems and process to mentor and coach the front line and management staff to meet customer needs
• Partner with Operations and global support leadership to ensure the team has the training, tools, processes and communication vehicles to achieve customer expectations
• Provide oversight & direction of processes and procedures to ensure our Support model and culture manifest in day-to-day activities
• Through reporting and analysis identify areas of continuous improvement within the organization work with related patterns to drive change
• Complete multiple Quality observations across all teams and Support Engineers
• Determine required software, tools, and methods to use for TQM functions
• Lead internal and external quality calibrations, manage questions, evolve quality forms and observation processes
• Measure Support achievement against benchmarking standards and internal goals
• Develop program for predictive Quality review of support cases including with any outsource partners
• Manage all current and future VOC, CSAT, NPS programs for Customer Support
• Primary point of contact in Customer Support for all executive escalations, legal requests, and third-party Customer feedback/review channels 
• Review CSAT scores to understand Customer issues, report on proactive reach-out activities, and resolve Customer issues as needed

BASIC QUALIFICATIONS

• 7 - 10 years of experience in the Customer Service industry 
• Experience managing all aspects of a Customer Service Quality program including observations, calibrations, analytics, and reporting
• Familiar with a range of quality standards, models and tools
• Comfortable operating and strategic and tactical levels in a fast-paced environment
• Proactive decision making and problem-solving skills with the ability to affect change
• Strong organizational and follow-up skills; project management capabilities, and analytics skills are essential
• Excellent communication and soft skills, including the ability to work with all levels of internal/external Customers
• Ability to manage up, down, and across the organization
• Bachelor Degree or equivalent professional experience and certifications

PREFERRED QUALIFICATIONS

• Experience with Zendesk and Maestro QA Tools
• Background in B2B and/or SaaS based Customer Support environments
• Program or Project Management experience and/or certifications
• Business Analytics or Continuous Improvement certifications such as Six Sigma 
• Experience administering Quality programs in non-phone channels such as email and chat

Why You’ll Love It Here

• Generous medical, dental, and vision coverage for full-time employees and their dependents

• Flexible time off

• 401k to help you save for the future

• Company-organized and personal paid volunteer days to support the community that supports us

• Fun company and team outings (or virtual events these days!) because we play just as hard as we work

• Diversity and inclusion programs that promote employee resource groups like OWN (Outreach Women's Network), AAPI, Rainbow (LGBTQIA+), Gender+, LatinX, Black Excellence, Disability Community, and Veterans

• A parental leave program that includes not just extended time off but options for a paid night nurse, food delivery, gradual return to work, and the Gottman Institute's Bringing Home Baby course for new parents

• Employee referral bonuses to encourage the addition of great new people to the team

• Plus, unlimited snacks and beverages in our kitchen (once we're back in the office, that is!)

• We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status