Customer Support Quality Assurance Lead, Flex
$102-118k
+ Equity
3+ days a week in office
Flexible rent payment application
Open for applications
Flexible rent payment application
501-1000 employees
Open for applications
$102-118k
+ Equity
3+ days a week in office
501-1000 employees
Company mission
Flex's mission is to empower as many renters as possible with flexibility over their most significant recurring expense.
Role
Who you are
- 2-3 years of experience in QA management within a customer success or support environment
- Proven ability to develop, refine, and execute QA programs at scale
- Strong analytical mindset with the ability to interpret data and drive actionable improvements
- Excellent organizational and project management skills to handle multiple initiatives effectively
- Experience collaborating across teams to enhance QA processes, training, and operational efficiency
- Solid understanding of regulatory compliance, industry best practices, and quality standards
- Exceptional communication skills—both written and verbal—with the ability to influence and align stakeholders
- Fintech, payments, or financial services experience is highly preferred
- Familiarity with privacy, compliance, and regulatory requirements is a plus
What the job involves
- Flex is hiring a Lead, Customer Support Quality Assurance person to oversee and enhance QA operations with a focus on alignment between our BPO agent teams and our internal customer support teams
- This role on the Flex CS team will drive scalability, automation, and process improvements as well as optimize the QA program to provide a meaningful performance feedback loop between customer-facing agents, team leads, management, and internal stakeholders
- The Customer Support Quality Lead will be responsible for driving high-quality customer interactions across all communication channels through streamlined QA processes, analysis of key performance metrics, and close coordination with BPO QA teams, Vendor Management, Training, and CS System Administrators
- This role will also expand audit capacity through AI and automation by leading the evaluation, selection, and implementation of a new Quality Management System (QMS)
- Oversee and refine Flex’s QA program for internal Customer Support and BPO teams, ensuring consistent quality across all customer interactions and communication channels
- Align internal and external QA processes to create a scalable, standardized framework
- Adapt the QA program to support new communication channels (e.g. chat and phone)
- Track and analyze BPO performance metrics and utilize QA insights to identify CS agent workflow and performance gaps for remedy
- Ensure BPO partners; understand and meet Flex’s quality benchmarks through close collaboration with their QA teams
- Identify trends, performance gaps, and areas for improvement by leveraging QA data, customer feedback, and survey insights
- Generate regular reports summarizing findings and recommendations for leadership
- Work cross-functionally with Training, CS Systems Administrators, and Vendor Management to implement process improvements
- Implement AI-driven automation to increase audit frequency by up to 10x and enhance QA accuracy with conversation analytics
- Scope, select, and deploy a new Quality Management System (QMS) to support both internal and BPO operations
- Ensure QA practices comply with regulatory requirements by collaborating with Compliance & Risk teams
- Champion efficiency initiatives that improve customer experience and drive continuous improvement
Our take
Many people struggle to pay their rent every month, with a variety of bills hitting their bank accounts simultaneously. Whilst many of these people earn enough money to cover their bills, the inflexible nature of monthly bills can make the all-in-one payment a harder obstacle.
Flex provides a mobile application for the flexible payment of rent, allowing users to pay their landlords through flexible payment plans, reschedule payments when necessary, and protect their funds through Overdraft Protection. The company achieves this by partnering with estate agents and paying their resident's bills upfront, taking on the challenges that landlords would normally have due to late payments.
Flex has experienced extremely rapid growth since its founding which has caused some issues, as it struggled to keep up with the surge in new customers. Having made improvements to its product and scaled its customer service team, it is set to continue providing a service that has come to be highly valued by both tenants and landlords.
Freddie
Company Specialist at Welcome to the Jungle
Insights
10% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Feb 2022
$160m
SERIES C
Apr 2021
$46.6m
SERIES B
Total funding: $225.1m
Company benefits
- 100% company-paid medical, dental, and vision
- 401(k) + company stock options
- Unlimited paid time off + company paid holidays
- Parental leave + IVF and adoption support
- Flex Cares Program: Non-profit company match + pet adoption coverage
- Pet Insurance
- Free Flex subscription
Company HQ
Midtown Manhattan, New York, NY
Leadership
Shragie Lichtenstein
(CEO)Experience working in venture capital investments for Point72 and TVC. Also co-founded Boundless Reality.
YeTong Shao
(CPO)Experience as Data Science Researcher. Also co-founded Boundless Reality.
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