Manager, Quality Assurance, Customer Support

1Password

Manager of Quality Assurance leading the QA program and customer experience quality at 1Password. Collaborating with various teams to enhance support interactions and AI-powered customer experiences.

Posted 7/20/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $147,000 - $213,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in quality assurance methodologies and frameworks, with a strong focus on leveraging AI-driven tools to enhance customer support quality and operational efficiency. Proven ability to lead cross-functional teams in implementing scalable QA processes and driving continuous improvement across customer interactions.

Highest-signal resume keywords

Quality Assurance MethodologiesAI-Enabled Support ToolsCustomer Experience ImprovementLeadership in QA Program DevelopmentAnalytical Skills in Performance Metrics

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Quality AssurancePerformance ManagementCalibration PracticesCoaching ModelsOmnichannel SupportData AnalysisAI-Driven Coaching SolutionsCustomer Feedback InterpretationQA Program DevelopmentOperational Strategies

Soft Skills

Excellent CommunicationCollaboration SkillsInfluencing StakeholdersAdaptabilityProblem-Solving

Tools & Technologies

ZendeskCRM PlatformsQA PlatformsAI-Powered QA ToolingSupport Technologies

Industry Keywords

Customer SupportCustomer ExperienceService OperationsFast-Paced EnvironmentContinuous Improvement

About the role

Key responsibilities & impact

play a key role in shaping how we measure, maintain, and improve the quality of our customer experience across every support interaction.
lead the evolution of our QA program, helping define the frameworks, processes, and operational strategies that enable our teams to deliver consistent, high-quality support at scale.
leverage AI-powered QA tooling, you’ll surface actionable insights, identify emerging themes, and help drive continuous improvements in support quality and team performance.
partner closely with Support Operations, frontline leaders, Enablement, Product, and other cross-functional teams to identify opportunities for operational improvement, coaching, and quality enhancements across the customer journey.
help establish scalable QA methodologies, calibration practices, reporting structures, and feedback loops that drive accountability and continuous improvement throughout the organization.
evaluate both human and AI-generated customer interactions to ensure quality, consistency, accuracy, and alignment with the customer experience we aim to deliver.

Requirements

What you’ll need

5+ years of experience in quality assurance, customer support, customer experience, or service operations within 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 within customer support or customer experience organizations.
Strong understanding of quality 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 quality of AI-assisted customer interactions.
Experience building or deploying AI-driven coaching and enablement solutions that surface performance insights, reinforce quality standards, and help support teams continuously improve at scale.
Hands-on experience with CRM and support platforms such as Zendesk, 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.

Benefits

Comp & perks

health, dental, 401k and many others
generous paid time off
equity grant