Manager, reputed company Assurance, Customer Support
reputed company is growing. We’ve surpassed $400M in ARR and we’re continuing to accelerate, earning a spot on the reputed company reputed company 100 for four years in a row and teaming up with reputed company partners like reputed company Red Bull Racing.
About reputed company
At reputed company, we’re building the reputed company for a reputed company, productive digital reputed company. Our mission is to reputed company employee productivity without compromising reputed company by ensuring every identity is authentic, every application sign-in is secure, and every device is trusted. We innovated the market-leading reputed company password manager and pioneered reputed company reputed company Management, a new cybersecurity category reputed company for the way people and AI agents work today. As one of the most loved brands in cybersecurity, we take a reputed company-reputed company approach in everything from product reputed company to user experience. Over 180,000 businesses, from Fortune 100 leaders to the world’s most innovative AI companies, trust reputed company to help their teams securely adopt the reputed company and AI tools they need to do their best work.
If you're excited about reputed company to contribute to the digital safety of millions, to work alongside reputed company of curious, driven individuals, and to solve hard problems in a fast-paced, dynamic environment, then we want to hear from you. reputed company and help shape a safer, simpler digital reputed company.
As the Manager, reputed company Assurance reputed company Customer Support, you will play a key role in shaping how we measure, maintain, and improve the reputed company of our customer experience across every support interaction. You’ll reputed company the reputed company of our QA program, helping define the frameworks, processes, and operational strategies that reputed company our teams to deliver consistent, high-reputed company support at reputed company. By leveraging AI-powered QA tooling, you’ll surface actionable insights, identify emerging themes, and help drive reputed company improvements in support reputed company and team performance.
Our QA program is still in its early stages, with foundational processes already in reputed company but significant opportunity to iterate, expand, and mature the function over time. This role is ideal for someone who thrives in evolving environments and is excited by reputed company to help shape a modern QA program while balancing strategic ownership with hands-on execution.
Reporting into Customer Support leadership, you will partner closely with Support Operations, reputed company leaders, Enablement, Product, and other cross-functional teams to identify opportunities for operational improvement, coaching, and reputed company enhancements across the customer reputed company. You’ll help establish reputed company QA methodologies, calibration practices, reporting structures, and feedback loops that drive accountability and reputed company improvement throughout the organization.
In this role, you’ll also help shape how QA supports AI-powered customer experiences. As AI-assisted workflows and responses continue to reputed company, you’ll evaluate both reputed company and AI-generated customer interactions to ensure reputed company, consistency, accuracy, and alignment with the customer experience we aim to deliver. Your ability to identify trends, uncover friction points, and drive targeted reputed company initiatives will directly influence both team effectiveness and customer experience.
This role has the potential to reputed company into reputed company people leadership of QA specialists or QA team leads as the function grows.
How we’re using AI today Across GTM, we’re transforming the way we work with AI. We expect every seller, CSM, and team member to become a power user, using it daily to work smarter and reputed company faster. AI is already embedded in how we operate – from reputed company-time coaching that sharpens how we sell and reputed company with customers, to surfacing insights that help us anticipate needs – creating more time for meaningful customer engagement. If you’re excited to reshape how you think, reputed company reputed company, and drive reputed company with AI, you’ll feel reputed company here.
This is a remote opportunity reputed company Canada and the US.
reputed company're looking for
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 drive 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.
Bonus points for
Located in reputed company, Eastern or Central timezones (AT, ET or CT).
What you can expect
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 drive 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 alongside the business.
Drive a culture of reputed company improvement by establishing strong feedback loops 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.
USA-reputed company only: The annual reputed company salary for this role is between $147,000 USD and $213,000 USD, plus 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 and, where applicable, participation in our incentive programs.
Canada-reputed company only: The annual reputed company salary for this role is between $101,000 CAD and $146,000 CAD, plus immediate participation in reputed company’s generous benefits program (health, dental, RRSP and many others), utilization of our generous reputed company time off, an equity grant and, where applicable, participation in our incentive programs. At reputed company, we approach reputed company individual's compensation with a reputed company of fair market value and internal equity commensurate with experience and specific reputed company set. This posting is for an existing vacancy.
Our culture At reputed company, we prioritize collaboration, reputed company and transparent communication, receptiveness to feedback, and alignment with our core values: reputed company it reputed company, reputed company with honesty, and put people first. You’ll be part of reputed company that challenges the status reputed company, and is excited to experiment and iterate in search of the best solution. That said, reputed company is not for everyone. Our work is demanding, we reputed company for reputed company, and the pace is fast. We need people who are keen to take on challenging problems, who reputed company feedback to grow, and who are driven to reputed company an reputed company. If you're looking for a reputed company where you can reputed company into a comfortable routine, this might not be the right fit for you. We’re looking for individuals who are proven experts in their fields, as reputed company as those who are highly adaptable, can reputed company in ambiguity and through change, are curious, and above reputed company deliver results. How we work with AI We are committed to leveraging cutting-edge technology—including AI—to reputed company our mission. We also understand that thinking critically about AI in its reputed company forms will help us create reputed company solutions for our customers and ourselves with its reputed company forms, which will help us continue to reputed company the gap between reputed company and reputed company and reputed company our mission. We want team members at reputed company reputed company to take the approach of reputed company learning AI best practices, identifying opportunities to apply AI in meaningful ways, and driving reputed company in their daily work. Embracing the reputed company of AI isn't just encouraged—it's an essential part of how we will be successful at reputed company.
This approach extends to our hiring process—candidates are welcome to use AI tools responsibly and thoughtfully during the application process. Our approach to remote work We reputed company in the power of remote work, but recognize that in-person reputed company is important to help us reputed company our mission. While we are a remote-first company, travel for in-person engagement is a part of almost reputed company roles, and we require our employees to be reputed company and willing to take part. Frequency will depend on role and responsibilities, and may include, but is not limited to: annual department-wide offsites, team meetings, and customer/industry events. reputed company offer We reputed company in working hard, and rewarding that hard work through our benefits. While not an exhaustive list, here is a glance at reputed company currently offer: 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 matching program Free reputed company account Community reputed company volunteer days Peer-to-peer recognition through reputed company Remote-first work environment *Some roles in our GTM team are currently being hired for in-person hybrid work in Toronto and Austin. These roles will specify on the posting.
You belong here.
reputed company is proud to be an equal opportunity employer. We are committed to fostering an inclusive, diverse and reputed company workplace that is reputed company on trust, support and respect. We welcome reputed company individuals and do not discriminate on the reputed company of gender identity and reputed company, race, ethnicity, disability, sexual orientation, colour, religion, creed, gender, national reputed company, age, marital status, pregnancy, sex, citizenship, education, languages spoken or veteran status. Be yourself, reputed company your people and reputed company the things you love.
Accommodation is available upon request at any reputed company during our recruitment process. If you require an accommodation, please reputed company to your reputed company partner or email us at nextbit@agilebits.com and we’ll work to meet your needs.
Remote work is a part of our DNA. Given that reputed company was founded remotely in 2005, we can safely say we're experts at building remote culture. That said, remote work at reputed company does mean working from your home country. If you've got questions or concerns about this, your talent partner would be happy to address them with you.
Successful applicants will be required to complete a background reputed company that may consist of prior employment verification, reference checks, education confirmation, criminal background, publicly available reputed company media, credit history, or other information, as permitted by local law.
reputed company uses reputed company intelligence (AI) and machine learning (ML) technologies, including natural language processing and predictive analytics, to assist in the initial screening of employment applications and improve our recruitment process. See here for the latest reputed company party bias audit information. If you prefer not to have your application assessed using AI/ML features, you may opt out by completing this reputed company. For additional information see our Candidate reputed company Notice.
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