**Experienced Customer Success Quality Assurance Manager – Driving Excellence in FinTech Customer Support**

Are you a seasoned quality assurance professional with a passion for delivering exceptional customer experiences? Do you thrive in fast-paced, dynamic environments where innovation and continuous improvement are the norm? If so, we invite you to join our team at Flex, a growth-stage FinTech company revolutionizing the rent payment experience. As our Customer Success Quality Assurance Manager, you will play a pivotal role in shaping the future of our customer support services, ensuring that every interaction meets our high standards for excellence. **About Flex** At Flex, we're on a mission to empower renters with flexibility over their most significant recurring expense – rent. Our cutting-edge platform enables users to pay rent throughout the month on a schedule that better fits their finances and budget. With unprecedented investor support and an enthusiastic user base, we're poised for rapid growth. As a member of our team, you'll be part of a dynamic, inclusive culture that values diversity, empathy, and self-awareness. **Job Summary** As our Customer Success Quality Assurance Manager, you will oversee and improve the quality of our customer support services, ensuring that every customer interaction meets our company's standards for excellence. You will own the end-to-end QA program at Flex, including BPO oversight and internal CS quality assurance. This role will be an active member of the CS management team, contributing to the innovation and continuous improvement of our Customer Success function. **Key Responsibilities** * **Quality Assurance Program Development**: Review, update, and manage a comprehensive quality assurance program for customer support interactions, including email, chat, chatbot, phone, and any other communication channels. * **Internal CS Quality Assurance**: Manage quality for internal Flex Customer Success Teams, ensuring that they adhere to our company's standards for excellence. * **AI Quality Program Design**: Design and implement quality programs for AI tools such as chatbots and automations, ensuring seamless integration with our customer support services. * **Ongoing Monitoring and Evaluation**: Conduct ongoing monitoring and evaluation of customer success interactions to assess performance against established quality standards and KPIs. * **QA Rubrics and Metrics**: Maintain a dynamic set of QA rubrics to measure performance, using AI QA software to review interactions, identify sentiment, and quality issues, and take corrective action via QA process. * **Coaching and Feedback**: Closely work with CS management to deliver coaching feedback focused on continuous improvement, providing regular feedback via evaluations that CS managers can use to coach customer success representatives. * **Process Improvements**: Collaborate with the customer success team and other relevant departments to implement process improvements based on QA findings, ensuring that customer success representatives adhere to regulatory requirements, company policies, and industry best practices. * **Data Analysis and Reporting**: Analyze QA data to identify trends, areas for improvement, and training needs, providing insights and recommendations for process enhancements, and generating regular reports on quality assurance results. **Qualifications** * **Proven Experience**: Proven experience in quality assurance or quality control, with a focus on customer support interactions, preferably in a high-volume B2C Customer Support Management team. * **Analytical and Problem-Solving Skills**: Strong analytical and problem-solving skills, with the ability to work collaboratively with cross-functional teams. * **Communication and Coaching Skills**: Excellent communication and coaching skills, with the ability to provide regular feedback and coaching to customer success representatives. * **Knowledge of Customer Success Best Practices**: Knowledge of customer success best practices, industry standards, and regulations, with proficiency in using quality assurance and monitoring tools and coaching platforms. * **Leadership Experience**: Previous management or leadership experience is a plus, but not required. **What We Offer** * **Competitive Pay**: A national pay range of $85,000-$105,000 in base salary, with individual compensation commensurate with the candidate's experience aligned with Flex's internal leveling guidelines and benchmarks. * **Benefits**: A comprehensive benefits package, including 100% company-paid medical, dental, and vision, 401(k) + company stock options, unlimited paid time off with a PTO minimum + 13 company-paid holidays, parental leave, and a Flex Cares Program featuring non-profit company match + pet adoption coverage. * **Work-Life Balance**: A dynamic work environment that values work-life balance, with flexible scheduling and remote work options. * **Professional Growth**: Opportunities for professional growth and development, with access to training and development programs, mentorship, and career advancement opportunities. **Life at Flex** We're a diverse team of highly intelligent, curious, determined, empathetic, and self-aware individuals, united by a shared passion for innovation and customer success. Our HQ is located in New York City, but we have employees located throughout the US, Australia, and South America. We're growing quickly, but deliberately, with a focus on building an inclusive culture that values diversity, empathy, and self-awareness. If you're a motivated, results-driven professional with a passion for delivering exceptional customer experiences, we invite you to join our team at Flex. Apply now to become our Customer Success Quality Assurance Manager and help us shape the future of FinTech customer support. Apply for this job