Quality Assurance Manager

This is a foundational role with a broad mandate: you will build our customer support quality assurance function from the ground up. Your goal is a closed-loop, data-driven flywheel that measures every interaction across human and AI channels, coaches agents and tunes automation, and surfaces systemic customer pain points that inform product development roadmaps and executive decision-making. Reporting to the Director of Customer Support, you will set the standard for what quality means at Order.co and operate with significant autonomy and cross-functional influence.

What You'll Do
Design and launch our quality program for Customer Support — scorecards, sampling methodology, calibration, and review cadence — covering both agent teams and automation tools
Leverage AI tools to move from sampled review to effective monitoring of 100% of customer interactions, including AI-handled conversations with no human in the loop
Define and track the metrics that measure overall support effectiveness (quality scores, CSAT/VOC trends, resolution accuracy, etc.) and report on them to leadership
Review individual interactions to identify coaching opportunities, and partner with team leads and managers to translate findings into specific, actionable feedback for support agents
Analyze support tickets to surface recurring customer pain points, bugs, and friction
Build a scalable, recurring process that systematically delivers valuable insights to audiences across the organization, translating data into actionable recommendations for support teams and cross-functional partners
Build calibration processes to ensure quality standards are applied consistently across reviewers and channels
Continuously refine the program based on business needs, agent feedback, and evolving technology, product, and process changes

What We're Looking For
4+ years of experience across customer support QA, Voice of Customer, CX insights, or support operations; you have built or scaled a quality program from scratch
Strong analytical skills; comfort digging through ticket data to find patterns and translate them into a compelling narrative
Excellent written and verbal communication, including experience presenting to senior and executive audiences
A coaching mindset: you can identify a gap and turn it into constructive, specific guidance
A track record of cross-functional influence — getting Product, Support, and leadership teams to act on your insights
Hands-on experience with AI-enabled quality monitoring or a strong point of view on applying AI to support quality
Familiarity with support tooling (e.g., Zendesk, Intercom, Gladly) and QA/analytics platforms is a plus
Experience in a high-growth SaaS or B2B environment; background in process design or operations is a plus

What You'll Receive
A competitive compensation package including equity
Employer-sponsored 401(k) with match
Comprehensive medical, dental, and vision coverage
Flexible time off and hybrid work environment
Opportunity to build and scale a critical function at a high-growth fintech company
The anticipated annual salary range for this role is $135,000-$150,000. Actual compensation and title will be commensurate with experience, qualifications, knowledge, and skills.