About the RoleOrder.co is looking for a Quality Assurance Manager to build a scalable way to continuously measure and improve our customer experience. Today, support quality is assessed anecdotally, and the richest source of customer insight we have - thousands of support interactions - largely disappears once tickets close. As we scale our team and expand AI-handled support, we need a systematic answer to three questions: Are our interactions consistently excellent? Why are customers contacting us? And what do those interactions tell us about where our product and processes should improve?
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.
