(Support ops) Customer Support Quality Manager / Training

usemultiplier.com; Pune District; On-site; INR 1,500,000 - 2,300,000; Full time

Job summary

Multiplier in Pune seeks a Customer Support Quality Manager to own the quality framework, drive training programs, and elevate frontline performance. You will work with Support Leaders, Product, and Operations to ensure teams are customer-centric and aligned with product changes.

Seeking someone with 6–9+ years in customer support or quality assurance, strong coaching skills, and a data-driven mindset to improve CSAT, reduce escalations, and accelerate time-to-proficiency.

Qualifications

• 6–9+ years of experience in Customer Support, Quality Assurance, Training, or Support Operations.
• Proven experience owning support quality programs and training frameworks.
• Strong understanding of frontline support workflows and customer experience best practices.
• Experience working closely with Support Managers and Team Leads.
• Excellent communication, coaching, and stakeholder management skills.
• Data-driven mindset with experience tying quality and training efforts to customer outcomes.
• Familiarity with QA tools, LMS platforms, and ticketing systems (Zendesk, Salesforce, etc.).

Responsibilities

• Define and own the support quality framework, with evaluation criteria, scorecards, and audit processes.
• Conduct regular quality reviews across channels to ensure accuracy, tone, and policy adherence.
• Identify quality trends, root causes, and coaching opportunities.
• Partner with managers to drive corrective actions and continuous improvement.
• Design and deliver onboarding and training programs for frontline roles.
• Develop role-based training paths covering product knowledge, processes, tools, and customer communication.
• Lead calibration sessions to ensure consistent quality scoring across teams.
• Collaborate with Product, Engineering, Customer Success, and Operations on roadmap changes.
• Track quality and training metrics and prioritize high-impact initiatives.

Skills

Quality Assurance

Training

Support Operations

Coaching

Data-driven

Zendesk

Salesforce

Tools

Zendesk

Salesforce

Job description

The global hiring revolution is shaping a future where talent can thrive everywhere, driving innovation and progress on a global scale.

Multiplier is at the forefront of this change. By removing barriers and simplifying global hiring, we’re creating a level playing field where businesses and individuals – (like you) – can compete, grow, and succeed, regardless of geography.

Multiplier empowers companies to hire, onboard, manage, and pay talent in 150+ countries, quickly and compliantly. Our mission is to build a world without limits, where ambitious businesses can look beyond borders to build their global dream teams. Our unified employment platform, complete with world-class EOR, AOR and Global Payroll products, means it has never been easier to seize the global hiring opportunity.

We’re backed by some of the best in the business, (Sequoia, DST, and Tiger Global), are led by industry-leading experts, scaling fast, and seeking brilliant like-minded enthusiasts to join our team. The future is borderless. Let’s build it together.

Job Overview

We are looking for a Customer Support Quality Manager to own and elevate the quality, consistency, and effectiveness of our customer support interactions. This role sits within Support Operations and is responsible for defining quality standards, running quality assurance programs, and building training frameworks that continuously improve frontline performance.

You will work closely with Support Leaders, Team Leads, Product, Customer Success, and Operations to ensure support teams are well-trained, customer-centric, and aligned with product and process changes.

What You’ll Do

Quality Strategy & Execution

• Define and own the support quality framework, including evaluation criteria, scorecards, and audit processes.
• Conduct regular quality reviews across channels (tickets, chat, calls) to ensure accuracy, tone, and policy adherence.
• Identify quality trends, root causes, and coaching opportunities.
• Partner with Support Managers and Team Leads to drive corrective actions and continuous improvement.

Training & Enablement

• Design and deliver onboarding and ongoing training programs for frontline and advanced support roles.
• Develop role-based training paths covering product knowledge, processes, tools, and customer communication.
• Ensure training content evolves with product releases, policy changes, and operational updates.

Coaching & Performance Improvement

• Support Team Leads with coaching frameworks and calibration sessions.
• Run regular calibration exercises to ensure consistent quality scoring across teams.
• Help reduce repeat errors, escalations, and reopens through targeted enablement.

Cross-Functional Collaboration

• Partner with Product, Engineering, Customer Success, and Operations to stay aligned on roadmap changes and customer expectations.
• Ensure support teams are fully enabled ahead of launches and major changes.
• Act as the bridge between frontline feedback and process or training updates.

Metrics & Reporting

• Track and report on quality and training metrics such as QA scores, CSAT impact, error rates, reopens, time-to-proficiency, and training completion.
• Use data to prioritize high-impact quality and enablement initiatives.

What You’ll Bring

• 6–9+ years of experience in Customer Support, Quality Assurance, Training, or Support Operations.
• Proven experience owning support quality programs and training frameworks.
• Strong understanding of frontline support workflows and customer experience best practices.
• Experience working closely with Support Managers and Team Leads.
• Excellent communication, coaching, and stakeholder management skills.
• Data-driven mindset with experience tying quality and training efforts to customer outcomes.
• Familiarity with QA tools, LMS platforms, and ticketing systems (Zendesk, Salesforce, etc.).

What Success Looks Like

• Consistently high-quality customer interactions across teams and regions.
• Faster ramp time for new hires and improved frontline confidence.
• Reduced repeat issues and escalations.
• Strong alignment between product changes and frontline readiness.
• Clear, trusted quality metrics influencing leadership decisions.

Equal Employment Opportunity

Multiplier is an equal opportunity employer: we value diversity. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.