Replit

Quality Assurance Manager

Replit

full-time

Posted on:

Location Type: Hybrid

Location: Foster City • California • United States

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Salary

💰 $140,000 - $175,000 per year

About the role

  • Build and lead the Support QA program, including evaluation frameworks, scoring models, review workflows, and calibration processes.
  • Hire, develop, and manage QA specialists or analysts as the program scales.
  • Define quality standards across ticket support, technical troubleshooting, and customer communication.
  • Establish QA coverage strategy across FTE and vendor support teams.
  • Lead calibration programs to ensure consistent quality standards across reviewers, teams, and regions.
  • Partner with Learning & Knowledge to turn QA insights into training, onboarding improvements, and coaching strategies.
  • Partner with Support Operations to embed quality signals into dashboards, reporting, and performance frameworks.
  • Define and evolve quality standards for AI-assisted support, including agent assist usage, automation handoffs, and AI-generated content quality.
  • Utilize Replit to build internal tooling and recommend external tooling when necessary to improve QA workflows and program scalability.
  • Define and track key quality metrics (QA trends, CSAT correlation, escalation rate, escalation rate, repeat contact rate, policy adherence) and report insights to Support leadership.

Requirements

  • 5+ years in Support Quality, Support Operations, Technical Support, or similar roles in a technology company.
  • 2+ years in a people management or team leadership capacity.
  • Experience building or significantly evolving a QA program, framework, or evaluation system.
  • Strong understanding of customer support workflows, ticket lifecycle, and escalation patterns.
  • Experience working with support platforms (Zendesk or similar) and QA tooling or review workflows.
  • Strong analytical mindset with experience using data to identify trends and drive performance improvements.
  • Experience working cross-functionally with Support leadership, Operations, and Enablement or Training teams.
  • Strong written and verbal communication skills, including delivering structured performance feedback and coaching guidance.
  • Experience working in fast-moving product environments with frequent releases and evolving workflows.
  • Hands-on experience using AI tools (e.g., Replit, Claude, ChatGPT, or similar) to improve workflows, knowledge creation, training, or support operations.
  • Experience managing or influencing quality across vendor or BPO support environments.
Benefits
  • Competitive Salary & Equity
  • 401(k) Program
  • Health, Dental, Vision and Life Insurance
  • Short Term and Long Term Disability
  • Paid Parental, Medical, Caregiver Leave
  • Commuter Benefits
  • Monthly Wellness Stipend
  • Autonoumous Work Environement
  • In Office Set-Up Reimbursement
  • Flexible Time Off (FTO) + Holidays
  • Quarterly Team Gatherings
  • In Office Amenities
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
QA program developmentevaluation frameworksscoring modelsquality metrics trackingcustomer support workflowstechnical troubleshootingdata analysisperformance improvementAI-assisted supportticket lifecycle management
Soft Skills
leadershipteam managementanalytical mindsetcommunication skillscoachingcross-functional collaborationstructured feedback deliverytraining developmentproblem-solvingadaptability