About the RoleHi, I'm Bohdan, Head of Customer Support at Progress Partners, and I'm hiring a Manual QA Engineer to join my team. Our support operation runs on connected tools (Zendesk, Twilio, Outlook, Gmail, in-house admin panels and our product APIs), all tied together by flows, triggers and automations. Until now we've borrowed QA help from other teams, but as support grows we need someone who owns this full-time. You'll make sure every email turns into the right ticket, every call routes correctly and every automation does what it promises, so our customers get reliable support and my team can trust the systems they use every day.
What You'll Do- Own the quality of our support flows, funnels and automations end to end, catching issues before they reach customers or agents.
- Reproduce real customer scenarios across Zendesk, Outlook, Gmail and our in-house admin panels, confirming that emails arrive, tickets are created and triggers fire as expected.
- Validate phone number routing and call flows in Twilio, so every customer reaches the right person the first time.
- Test API integrations across Zendesk, Twilio and our product as one connected system, not as isolated features, so data moves reliably between them.
- Turn findings into fixes by writing clear, reproducible bug reports and working with the people who build and maintain our tools.
What We're Looking For- 3+ years of experience in manual QA or software testing.
- Hands-on experience with Zendesk, or a comparable support CRM such as Freshdesk, Intercom or Salesforce Service Cloud, including its triggers, automations and workflows.
- Proven experience testing API integrations that span multiple services, not only single product features.
- A methodical, detail-oriented approach to designing test scenarios and documenting results.
- Strong written and verbal communication in English and the ability to work autonomously in a remote, async environment.
- Comfort with ownership, transparency, and a results-driven mindset.
Nice to Have- Experience with Twilio or other telephony and call-routing platforms.
- Familiarity with API testing tools such as Postman, and comfort reading API docs, JSON payloads and logs.
- A background working in or closely alongside a customer support team.
How We WorkWe're fully remote and distributed across time zones. We default to async, communicate in writing, and trust people to deliver outcomes, not log hours. Decisions are transparent, ownership is clear, and your work is visible from day one.
Interview ProcessWe've designed our interview process to be transparent, respectful of your time, and a genuine two-way conversation, we want to get to know you, and we want you to get to know us. You'll always know what stage you're at, what to expect next, and roughly how long things will take.
- Initial screen with our Talent Acquisition Team - 30 min
- Technical interview with our Hiring Manager - 60 min
- Final interview with Head of Customer Support - 45 min
What We OfferWe believe great work starts with taking care of our people and we want everyone on our team to have the support and resources they need to thrive, both professionally and personally. Here's what you can expect when you join our team:
- Remote-first: Live and work wherever you're happiest and most productive. No relocation, ever.
- Flexible hours: we measure outcomes, not time spent at a desk.
- Unlimited PTO: take the time you need to rest, recharge, and do your best work.
- Learning & development budget: courses, books, conferences, certifications, whatever helps you grow.
- Home office & wellness allowance: a dedicated budget to set up your workspace and support your health.
- A small, senior, collaborative team where your work is visible and your decisions matter.
- The chance to build products used by millions of people across 160+ countries.
