Manager of Quality Assurance, Replit

• 5+ years in Support Quality, Support Operations, Technical Support, or similar roles in a technology company
• 2+ years in a people management or team leadership capacity
• Experience building or significantly evolving a QA program, framework, or evaluation system
• Strong understanding of customer support workflows, ticket lifecycle, and escalation patterns
• Experience working with support platforms (Zendesk or similar) and QA tooling or review workflows
• Strong analytical mindset with experience using data to identify trends and drive performance improvements
• Experience working cross-functionally with Support leadership, Operations, and Enablement or Training teams
• Strong written and verbal communication skills, including delivering structured performance feedback and coaching guidance
• Experience working in fast-moving product environments with frequent releases and evolving workflows
• Hands-on experience using AI tools (e.g., Replit, Claude, ChatGPT, or similar) to improve workflows, knowledge creation, training, or support operations
• Experience managing or influencing quality across vendor or BPO support environments

Desirable

• As the Quality Assurance Manager at Replit, you’ll build and lead the program that ensures our Support organization delivers consistent, accurate, and high-quality customer experiences at scale
• You’ll define how quality is measured, reviewed, and improved across Support, helping teams move faster while maintaining customer trust
• You’ll lead the strategy, design, and execution of our QA program across FTE and vendor teams
• Early on, you may be hands-on in building frameworks, calibrating reviews, and establishing reporting
• As the program scales, you’ll build and lead a team responsible for quality reviews, calibration, and performance insights across Support
• You’ll work cross-functionally with Support, Learning & Knowledge, Support Operations, Product, and Engineering to ensure quality insights directly drive training, workflow improvements, automation strategy, and product feedback
• Build and lead the Support QA program, including evaluation frameworks, scoring models, review workflows, and calibration processes
• Hire, develop, and manage QA specialists or analysts as the program scales
• Define quality standards across ticket support, technical troubleshooting, and customer communication
• Establish QA coverage strategy across FTE and vendor support teams
• Lead calibration programs to ensure consistent quality standards across reviewers, teams, and regions
• Partner with Learning & Knowledge to turn QA insights into training, onboarding improvements, and coaching strategies
• Partner with Support Operations to embed quality signals into dashboards, reporting, and performance frameworks
• Define and evolve quality standards for AI-assisted support, including agent assist usage, automation handoffs, and AI-generated content quality
• Utilize Replit to build internal tooling and recommend external tooling when necessary to improve QA workflows and program scalability
• Define and track key quality metrics (QA trends, CSAT correlation, escalation rate, escalation rate, repeat contact rate, policy adherence) and report insights to Support leadership