Support Quality Manager

• A builder - you thrive on making processes better.
• An independent thinker - you enjoy working independently while collaborating with multiple teams.
• A problem-solver - you are passionate about customer experience and enabling others to succeed.
• An owner - you like to own programs and tools and evolve them over time.

• Own and evolve our QA program, leveraging our AutoQA tool to provide actionable insights that improve support quality.
• Improve operational processes including issue triage, prioritization, and assignment.
• Drive knowledge management efforts to ensure operational continuity.
• Partner with managers to optimize the use of Zendesk and related tools to simplify workflows and reduce friction for customers and agents.
• Lead onboarding initiatives to reduce ramp-up time and improve consistency across the team.
• Additional projects and responsibilities as business needs require

• 5+ years of experience in Support or related fields, ideally within a technical environment.
• Demonstrated ability to work independently, identify opportunities, and take initiative without heavy direction.
• Excellent communication and facilitation skills with the ability to work cross-functionally.
• Strong organizational skills and attention to detail, with a track record of driving operational improvements.
• Analytical skills to define, measure, and improve team performance using metrics and KPIs.
• Your own unique talents! Your background has given you a unique perspective and set of transferable skills that aren't always in alignment with a given role - but those are qualities we value at Greenhouse. If you don't meet 100% of the qualifications outlined above, we still strongly encourage you to apply!

Applicants will be required to provide evidence of their right to work in Ireland as part of the application process and it is pre-condition to any offer of employment.  Greenhouse is not in a position to support employment permit applications for candidates for this role. 

Greenhouse provides a variety of benefits to employees, including medical, dental, life and disability insurance, mental health resources, financial wellness benefits, and a fully paid parental leave program. For Ireland-based employees, we offer 25 days' vacation and an employer matching pension program.

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Who we are

At Greenhouse, we live by our mission through using our own product to help us hire the right person for the job, every time. We are a remote-first company and have shared office spaces in New York City and Ireland, and optional co-working spaces that give us flexibility to do our best work anywhere. We take an active role in our growth through a performance review program that’s committed to providing actionable feedback, and a bonus structure that rewards great performance. We believe that bringing together a variety of perspectives makes us a stronger company – and we nurture leaders who create an inclusive culture and invest into employee resource groups that celebrate our differences and life experiences. We’re proud to have built an award-winning culture that’s been recognized as Fortune’s Best Places to Work and Inc.’s Best Workplaces multiple years in a row. 

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Greenhouse Software is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation during the application process, reach out to accommodations@greenhouse.io.

Emails about job opportunities at Greenhouse Software are only offered by employees with @greenhouse.io email addresses. See this page on our website if you suspect a phishing scam.