QA, Customer Success Manager - POS LATAM

Owner.com; Colombia; Remote; COP 85,190,000 - 104,121,000; Full time

Benefits offered by this job

Comprehensive health coverage

Remote-first workplace

Unlimited PTO

Job summary

Owner.com is seeking a Quality Assurance Specialist to join our Customer Success team. You’ll evaluate the calls our CSMs lead, both proactive outreach and reactive retention calls, and ensure we’re meeting our quality rubrics.

You’ll spot gaps, surface coaching opportunities, and work with Success leadership to recommend training and process improvements. Ideal candidates are detail-oriented, with experience in quality assurance or customer success, and comfortable working cross-functionally to

Qualifications

• 2+ years in a Customer Success or Account Management role.
• Experience in a quality assurance or enablement-focused role.
• Strong written and verbal communication with ability to give clear, constructive feedback.

Responsibilities

• Listen to and score Customer Success calls focused on customer retention, across both proactive and reactive motions.
• Share clear trends and coaching opportunities with Success leadership based on rubric scores.
• Guide enablement and training for the CS team based on what you're hearing on calls.

Skills

Customer success

Analytical mindset

Cross-functional collaboration

Coaching/feedback

Tools

Salesforce

Salesloft

Sigma

Loom

Metabase

Job description

About Owner

Owner is the AI-native system local business owners use to succeed, starting with restaurants.

We're building the system that replaces the many tools owners use to run their business.

It powers everything from the restaurant's website, online ordering, CRM, POS, and more.

Product philosophy

Most small business software makes owners do the work to get what they want: sales growth and profit growth. Owner does the work for them agentically.

Our system drives demand, converts it, and helps operators run their business day to day. As it improves, the business improves with it.

Using Owner should feel like having a team of great operators, engineers, and marketers working for you.

Our vision

We're starting by helping independent restaurants succeed online.

But it's not just restaurants that need our help. Most local businesses are struggling with these same problems. Huge technology corporations are taking their customers, bleeding their profits, and making it hard for them to survive.

Once we nail the solution for restaurants - we'll scale it into every other local business type.

In the future we envision, tens of millions of local business owners will use our technology to succeed in the digital age.

Our traction

Since 2020, we've generated tens of millions in revenue and processed over a billion dollars of online orders. 1 in 5 Americans have used an Owner.com website.

More importantly, we've helped over 20,000 restaurant owners, and saved them nearly $200 million in fees.

Our team

Our team is now in the low hundreds. We've got top talent from the most successful companies in SMB software, including: Shopify, HubSpot, DoorDash, ServiceTitan, Rappi, Faire and Stripe.

We'll be scaling even faster in 2026 to keep pace with our customer growth.

Where we work

Owner is a remote-first, global company headquartered in San Francisco, with a sales hub in Toronto. For a few of our roles we prioritize in-person collaboration at one of our office locations. Most of our teammates are distributed throughout the globe. Please review the role description and discuss with your recruiter for more details on location!

Why We're Looking for You

Owner.com is growing quickly, and we're hiring a Quality Assurance Specialist to join our Customer Success team. You'll evaluate the calls our CSMs lead, both proactive outreach and reactive retention calls, and make sure we're hitting a high standard of service based on our Customer Success Quality rubrics. Beyond scoring calls, you'll spot recurring gaps in communication or process, surface coaching opportunities, and work closely with Success leadership to recommend training and process improvements.

You'll do well here if you like a fast pace, solve problems creatively, and are strong at both managing your time and reading data.

The Impact You'll Have

• Listen to and score Customer Success calls focused on customer retention, across both proactive and reactive motions
• Share clear trends and coaching opportunities with Success leadership based on rubric scores
• Guide enablement and training for the CSM team based on what you're hearing on calls

Who You'll Work With

• Manager of Customer Success
• Quality Assurance Specialist, Customer Success
• Quality Assurance Specialist, Support

What We're Looking For

• You're detail-oriented, empathetic, and know what a great customer interaction sounds like
• Experience in a quality assurance or customer success role
• Strong written and verbal communication, with the ability to give clear, constructive feedback that helps people grow
• An analytical mindset. You can spot patterns across calls and turn them into coaching or process recommendations
• Comfortable working cross-functionally, especially with Success leaders and training teams, to push for better service quality
• Highly motivated with a strong work ethic, and you want to audit as many calls as you can each month

Minimum Requirements

• 2+ years in a Customer Success or Account Management role
• Proven success in a quality or enablement-focused role
• Ability to listen to and score 80-100 calls per week
• Experience with Customer Success tools, including Salesforce, Salesloft, Sigma, Loom, and Metabase
• A B2B2C background, ideally in food, hospitality, or tech, with a good read on industry trends and competitors
• A commitment to personal growth and continuous development

Pay and Benefits

• Estimated base salary: $30,000 USD- converted to your local currency
• Comprehensive health coverage, remote-first workplace, unlimited PTO, and other perks