Team Lead - Quality Assurance, Support Excellence

Team Lead - Quality Assurance, Support Excellence

Quality Assurance is a vital leadership function within Customer Support, defining the operational standards for accurate, empathetic, and compliant merchant interactions. As our global footprint expands, Customer Support QA drives consistent quality across teams while establishing the strategy, vision, and operational frameworks necessary to elevate agent performance and merchant trust. Strategic AI integration is key to this transformation, moving QA from reactive audits to a continuous, AI-first model that scales across all support interactions.

As the QA Team Lead for Customer Support, you will be part of our global Support Excellence organization, architect and execute an AI-first QA migration strategy from scratch, building evaluation models that directly improve core support metrics like CSAT, NPS, FCR, and TTR. This strategic leadership role directly manages a dedicated team of 2 QA Program Managers in Chicago, setting quality vision, defining success metrics, and embedding core evaluation dimensions, such as response accuracy, tone, empathy, issue resolution, and documentation into daily Support Operations.

What You’ll Do

• Define, own, and execute the global Customer Support QA strategy and vision, leading the end-to-end migration from manual evaluation methods to an AI-first evaluation paradigm
• Establish Customer Support evaluation rubrics and scoring frameworks centered on accuracy, empathy, tone, clear, professional, context-appropriate communication, and issue resolution
• Translate QA insights into clear, actionable strategies that measurably improve customer outcomes such as CSAT, NPS, and FCR and help define, shape and deliver what great support looks like
• Directly manage, mentor, and empower a team of 2 QA Program Managers based in Chicago, setting goals, guiding program execution, and fostering career development
• Architect, deploy, and validate AI-driven QA initiatives, collaborating cross-functionally with Engineering, Data, and third-party partners on automated evaluation pipelines and performance monitoring
• Establish training and continuous improvement mechanisms for AI evaluation models to ensure accuracy and reliability over time
• Define QA coverage strategies and a balanced approach to human and technology investments based on risk and business priority and ensure QA frameworks meet evolving regulatory requirements
• Define, track, and report on global Customer Support QA success metrics, directly tying quality scores to operational metrics like CSAT, NPS, reopen rates, and First Contact Resolution
• Build scalable QA processes that are defensible in a highly regulated environment, including audit readiness, controls, reporting, risk mitigation, and documentation
• Establish a robust and disciplined calibration processes, governance structures, and documentation standards to ensure consistency across teams, regions, and evaluators
• Own and deliver the QA tooling and vendor management strategy
• Continuously evolve QA processes to increase automation leverage, precision, and overall impact

Who You Are

• 7+ years of experience in Customer Support Quality Assurance, with 5+ years in direct team management and strategic leadership roles
• Proven track record of building and executing AI QA migrations from scratch, with deep technical and operational expertise in AI evaluation tooling
• Deep domain expertise in Quality Assurance for Customer Support including quality frameworks, scoring systems, key analytics and measures, RCA, calibration, coaching excellence and audit readiness
• Experience operating in a regulated environment, with a strong grasp of compliance, controls, and documentation requirements
• A strategic thinker who can define a clear direction and make effective tradeoffs in a resource-constrained environment and also operate tactically to deliver quick wins and address high-impact, low-effort opportunities
• A data-driven operator who uses metrics and insights to guide decisions and measure impact and can take a holistic view of quality that’s tailored for the complexity and high bar of our customer needs
• An effective communicator who can translate complex concepts into clear, actionable direction and effectively lead and land transformation in a Support environment
• Strong stakeholder management capabilities, with a proven track record of building trusted relationships with Support Team Leads and leadership teams while effectively demonstrating the strategic value of Quality Assurance

The annual base salary range for this role is $160,000 - $220,000. Compensation is based on factors including qualifications, experience, and location. Total compensation package includes equity (RSUs), 401(k), health, dental, vision, and more.

This role is based in our Chicago office. We're an office-first company and expect employees to work in-office at least 3 days a week on average. This approach helps strike a balance between bringing people together for in-person collaboration and learning from each other, while also supporting flexibility.

You must be work authorized in the United States without the need for new visa sponsorship. The company can support visa transfers but will not sponsor individuals for H-1B CAP applications.