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3 days ago

(Support ops) Customer Support Quality Manager / Training

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 3 hours agoStatus: Live

Job Summary

Own and elevate customer support quality, consistency, and effectiveness within Support Operations. Define evaluation criteria, scorecards, and audit processes; run quality reviews across tickets, chat, and calls; and identify trends, root causes, and coaching opportunities. Build onboarding and ongoing training programs and role-based learning paths that evolve with product and policy changes. Track QA and training metrics (e.g., CSAT impact, error rates, reopens) and partner cross-functionally to keep teams ready for launches.

Location: Pune

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Manager level

Key Responsibilities

•Define and own a support quality framework, including evaluation criteria, scorecards, and audit processes.
•Conduct regular quality reviews across tickets, chat, and calls to ensure accuracy, tone, and policy adherence.
•Design and deliver onboarding and ongoing training programs, including role-based training paths for product, processes, tools, and communication.
•Support team leads with coaching frameworks, calibration sessions, and enablement to reduce repeat errors, escalations, and reopens.
•Track and report quality and training metrics (QA scores, CSAT impact, error rates, reopens, time-to-proficiency, training completion) and use data to prioritize initiatives.

Key Requirements

•6–9+ years of experience in customer support, quality assurance, training, or support operations.
•Proven experience owning support quality programs and training frameworks.
•Strong understanding of frontline support workflows and customer experience best practices.
•Experience partnering with support managers and team leads.
•Excellent communication, coaching, and stakeholder management skills.

Experience:6+ years

Skills:CommunicationCoachingStakeholder managementData-driven mindset

Tech Stack:ZendeskSalesforce

Company Brief

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Provides a Global Human Platform (EOR, global payroll, contractor management and HRIS) that enables companies to hire, onboard, manage and pay teams in 150+ countries while ensuring local compliance and payroll processing.

Industry: HR Tech

Company Size: Large (251 to 1,000 employees)

Revenue: USD 5M to 10M

Growth: Growth Stage Startup

Valuation: USD 250M to 500M

Funding: Series B

Headquarters: New York, United States

Founded: 2020

Glassdoor: 4.3

Website LinkedIn Glassdoor

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Multiplier

3 days ago

(Support ops) Customer Support Quality Manager / Training

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 3 hours agoStatus: Live

Job Summary

Location: Pune

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Manager level

Key Responsibilities

•Define and own a support quality framework, including evaluation criteria, scorecards, and audit processes.
•Conduct regular quality reviews across tickets, chat, and calls to ensure accuracy, tone, and policy adherence.
•Design and deliver onboarding and ongoing training programs, including role-based training paths for product, processes, tools, and communication.
•Support team leads with coaching frameworks, calibration sessions, and enablement to reduce repeat errors, escalations, and reopens.
•Track and report quality and training metrics (QA scores, CSAT impact, error rates, reopens, time-to-proficiency, training completion) and use data to prioritize initiatives.

Key Requirements

•6–9+ years of experience in customer support, quality assurance, training, or support operations.
•Proven experience owning support quality programs and training frameworks.
•Strong understanding of frontline support workflows and customer experience best practices.
•Experience partnering with support managers and team leads.
•Excellent communication, coaching, and stakeholder management skills.

Experience:6+ years

Skills:CommunicationCoachingStakeholder managementData-driven mindset

Tech Stack:ZendeskSalesforce

Company Brief

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Industry: HR Tech

Company Size: Large (251 to 1,000 employees)

Revenue: USD 5M to 10M

Growth: Growth Stage Startup

Valuation: USD 250M to 500M

Funding: Series B

Headquarters: New York, United States

Founded: 2020

Glassdoor: 4.3

Website LinkedIn Glassdoor