Customer Success Quality Assurance Manager

Flex is a growth-stage, NYC headquartered FinTech company that is creating the best rent payment experience. It’s hard to believe that it’s 2024 and paying rent on time is expensive, inflexible, and difficult. We’re here to change that! Flex enables our users to pay rent throughout the month on a schedule that better fits their finances and budget. Our mission is to empower as many renters as possible with flexibility over their most significant recurring expense. After deliberately keeping a stealth profile as we built up unprecedented investor support and an enthusiastic user base, we are looking for motivated individuals to help us keep our mission growing. Will you be a part of the team?

About the Role

We’re hiring a Quality Assurance Manager to join our Customer Success (CS) team. In this role, you’ll oversee day-to-day QA operations for internal teams, such as Customer Care, Partner Care, and Customer Success Agents, while supporting QA programs for external BPO partners. You’ll play a critical role in ensuring that every customer interaction meets our quality standards by developing and maintaining a robust quality assurance program, analyzing performance data, and driving improvements.

Your efforts will directly enhance the customer experience, improve service quality, and ensure alignment with company standards and regulatory requirements.

What You’ll Do

Develop and Manage a Quality Assurance Program

• Design, implement, and maintain a comprehensive QA program for internal teams to ensure consistent quality across customer interactions (e.g., email, chat).
• Adapt the QA program as needed to support emerging communication channels.

Oversee Internal QA Operations

• Execute and track quality evaluations for internal teams, including Partner Care, Customer Care, and Customer Success Agents.
• Monitor performance metrics to maintain high service standards.

Support External BPO QA Operations

• Collaborate with the QA Manager overseeing BPO operations to ensure external partners meet Flex’s quality standards.
• Align internal and external QA practices to maintain consistency, establishing a unified framework across both internal and BPO teams.

Analyze and Report on QA Data

• Use QA data to identify trends, performance gaps, and improvement opportunities.
• Create regular reports summarizing insights and recommendations for management and customer success teams.

Drive Process Improvements

• Partner with Training, Internal Tooling, and other cross-functional teams to implement process enhancements based on QA findings.
• Champion initiatives that improve efficiency and customer satisfaction.

Collaborate on Training and Development

• Work closely with the Training team to develop and update materials addressing quality gaps and supporting employee growth.

Ensure Compliance and Adopt Best Practices

• Ensure QA programs comply with regulatory requirements, company policies, and industry best practices.
• Implement controls to mitigate risks and ensure alignment across teams.

Integrate Customer Feedback

• Monitor customer feedback, complaints, and survey data to identify recurring themes.
• Leverage customer insights to enhance service quality and drive satisfaction initiatives.

Key Qualifications

• 2-3 years of proven experience in quality assurance management, ideally in a customer success or support environment.
• Strong background in developing and executing QA programs for internal teams and external partners.
• Analytical mindset with the ability to interpret data and provide actionable insights.
• Exceptional organizational and project management skills.
• Experience collaborating across teams to drive process improvements and training initiatives.
• Strong understanding of regulatory compliance and industry best practices.
• Excellent written and verbal communication skills.

The compensation range for this role will be commensurate with the candidate's experience and Flex's internal leveling guidelines and benchmarks. 

• For working locations such as NY / NJ / CA, the base salary pay range will be $100,000 - $115,000
• For all other locations/states, the base salary pay range will be $90,000 - $105,000

Life at Flex:

We understand that it takes a diverse team of highly intelligent, curious, determined, empathetic, and self aware people to grow a successful company. Our HQ is located in New York City, but we have employees located throughout the US, Australia, Canada and South America. We are growing quickly, but deliberately, with a focus on building an inclusive culture. Our dynamic team has incredible perspectives to share, just as we know you do, and we take great pride in being an equal opportunity workplace.

We offer many employee benefits. For full time, U.S. based employees we offer:

• Competitive pay
• 100% company-paid medical, dental, and vision
• 401(k) + company equity
• Unlimited paid time off with a PTO minimum + 13 company paid holidays
• Parental leave 
• Flex Cares Program: Non-profit company match + pet adoption coverage
• Free Flex subscription

 For full time non-US employees, we offer

• Competitive Pay
• Company Equity
• Unlimited PTO