1Password · 2 weeks ago
Manager, Quality Assurance, Customer Support
United States+1 more
Full-time
Remote
Lead/Staff
$104K/yr - $151K/yr
5+ years exp1Password is a leading cybersecurity company focused on enhancing digital safety and productivity. The Manager, Quality Assurance within Customer Support will lead the development and execution of QA strategies to improve customer interactions and support quality, leveraging AI tools to drive continuous improvement.
Cyber SecurityInformation TechnologySoftwareAppsIdentity ManagementNetwork SecurityPrivacyWeb Apps
Responsibilities
Define, evolve, and operationalize a centralized quality assurance strategy 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-quality 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 oversight
Identify high-impact moments across the customer journey where deeper QA focus is needed, including low CSAT interactions, escalations, complex workflows, or AI-assisted conversations
Partner with Support Operations and frontline 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 aligned with quality standards and brand expectations
Help shape how AI tooling is incorporated into support workflows, using QA insights and performance data to improve customer outcomes and operational efficiency
Develop 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 evolve alongside the business
Drive a culture of continuous improvement by establishing strong feedback loops between QA, Support Operations, and frontline leadership teams
Contribute to the long-term roadmap for quality assurance and customer experience excellence within Customer Support
Potentially manage and mentor QA specialists or other QA team members as the function scales
Qualification
Required
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
Preferred
Located in Atlantic, Eastern or Central timezones (AT, ET or CT)
Benefits
Immediate participation in 1Password's benefits program (health, dental, 401k and many others)
Utilization of our generous paid time off
Equity grant
Where applicable, participation in our incentive programs
Immediate participation in 1Password’s generous benefits program (health, dental, RRSP and many others)
RSU program for most employees
Retirement matching program
Free 1Password account
Maternity and parental leave top-up programs
Competitive health benefits
Generous PTO policy
Paid volunteer days
Peer-to-peer recognition through Bonusly
Remote-first work environment
Company
1Password
1Password operates as a password manager for documents, credit card information, and addresses.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
$1.02BKey Investors
ICONIQ GrowthAccel
2025-10-10Secondary Market· $100M
2022-01-19Series C· $620M
2021-07-27Series B· $100.14M
Leadership Team
David Faugno
Chief Executive Officer
Nancy Wang
Chief Technology Officer
Recent News
2026-08-07
2026-07-28
Morningstar.com
2026-07-28
Company data provided by crunchbase