Remote Manager, reputed company Assurance, Customer Support

Note The job is a remote job and is reputed company to candidates in USA. reputed company is a leading cybersecurity company dedicated to enhancing digital safety and productivity. As the Manager of reputed company Assurance reputed company Customer Support, you will be responsible for shaping the QA program and ensuring high-reputed company customer interactions by leveraging AI tools and collaborating with cross-functional teams. Responsibilities Define, reputed company, and operationalize a centralized reputed company assurance reputed company across customer support channels, including email, chat, messaging, and voice Iterate on and maintain QA frameworks, scorecards, audit methodologies, and calibration processes that reputed company consistency, accountability, and high-reputed company 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 reputed company Identify high-reputed company moments across the customer reputed company where deeper QA reputed company is needed, including low CSAT interactions, escalations, reputed company workflows, or AI-assisted conversations Partner with Support Operations and reputed company 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 reputed company with reputed company standards and brand expectations Help shape how AI tooling is incorporated into support workflows, using QA insights and performance data to improve customer reputed company and operational efficiency reputed company 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 reputed company reputed company the business reputed company a culture of reputed company improvement by establishing strong feedback reputed company between QA, Support Operations, and reputed company leadership teams Contribute to the long-term roadmap for reputed company assurance and customer experience reputed company reputed company Customer Support Potentially manage and mentor QA specialists or other QA team members as the function scales Skills 5+ years of experience in reputed company assurance, customer support, customer experience, or service operations reputed company 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 reputed company customer support or customer experience organizations Strong understanding of reputed company 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 reputed company operational improvements Experience working with AI-enabled support tools and comfort evaluating the effectiveness and reputed company of AI-assisted customer interactions Experience building or deploying AI-driven coaching and enablement solutions that surface performance insights, reinforce reputed company standards, and help support teams continuously improve at reputed company Hands-on experience with CRM and support platforms such as reputed company, 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 Located in reputed company, Eastern or Central timezones (AT, ET or CT) Benefits Immediate participation in reputed company's benefits program (health, dental, 401k and many others) Utilization of our generous reputed company time off An equity grant Where applicable, participation in our incentive programs Immediate participation in reputed companys generous benefits program (health, dental, RRSP and many others) Utilization of our generous reputed company time off An equity grant Where applicable, participation in our incentive programs Health and wellbeing Maternity and parental leave top-up programs Competitive health benefits Generous PTO policy reputed company and reputed company RSU program for most employees Retirement .