Manager, Quality Assurance, Customer Support

About the Role

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.

This is a remote opportunity within Canada and the US.

What We're Looking For

• 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.

Bonus Points For

• Located in Atlantic, Eastern or Central timezones (AT, ET or CT).

What You Can Expect

• 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.

Pay

USA-based roles only: The annual base salary for this role is between $147,000 USD and $213,000 USD, plus immediate participation in 1Password's benefits program (health, dental, 401k and many others), utilization of our generous paid time off, an equity grant and, where applicable, participation in our incentive programs.

Canada-based roles only: The annual base salary for this role is between $101,000 CAD and $146,000 CAD, plus immediate participation in 1Password's generous benefits program (health, dental, RRSP and many others), utilization of our generous paid time off, an equity grant and, where applicable, participation in our incentive programs.

Benefits

• Health and wellbeing: Maternity and parental leave top-up programs, competitive health benefits, generous PTO policy
• Growth and future: RSU program for most employees, retirement matching program, free 1Password account
• Community: Paid volunteer days, peer-to-peer recognition through Bonusly, remote-first work environment