Quality Assurance Specialist - Customer Success

owner.com; Ciudad de México; A distancia; MXN 468,000 - 551,000; Jornada completa

Descripción de la vacante

A leading technology firm is looking for a Quality Assurance Specialist in Mexico, Ciudad de México. This role focuses on evaluating customer interactions, providing insights on service quality, and collaborating with teams to enhance customer success. The ideal candidate will have extensive experience in customer success roles and the ability to analyze communication trends.

Servicios

Comprehensive health coverage

Unlimited PTO

Fun perks

Formación

• 2+ years in a Customer Success or Account Management role.
• Experience in a quality or enablement focused role.
• Ability to score 80-100 calls per week.

Responsabilidades

• Score Customer Success calls aimed at improving retention.
• Identify trends and coaching opportunities from call scores.
• Guide training efforts for the CSM team.

Conocimientos

Detail-oriented

Empathy

Communication

Analytical mindset

Motivation

Herramientas

Salesforce

Sales Loft

TalkDesk

Gong

Loom

Metabase

Descripción del empleo

👋 About Owner is the AI growth system for local restaurants. Our AI continuously improves SEO, marketing, and online ordering to grow first-party orders. Unlike other companies that force small business owners to master their software to drive sales, Owner gives them a proven system run by experts. Owner is like having an army of engineers and marketers on your side, just like the big chains.🌎 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 generatedtens of millions in revenue and processed over half a billion dollars of online orders. 1 in 5 Americans have used an 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 are looking for you is growing quickly, and we are looking for a Quality Assurance Specialist to join our Customer Success team. This role will be responsible for evaluating the customer interactions led by our CSMs on both proactive outreach calls and reactive retention calls, ensuring that we hit a high standard of service based on our Customer Success Quality rubrics. Beyond scoring interactions, you'll be responsible for identifying recurring gaps in communication or process, surfacing coaching opportunities, and collaborating closely with Success leadership to recommend training and process improvements.The ideal candidate thrives in a fast-paced environment, excels at creative problem-solving, and is a master of both time management and data interpretation.

👀 What We Look For

• We are seeking candidates who bring a solution-focused mindset and strong interpersonal skills to thrive in a fast-paced environment. Specifically, we value individuals who have :
• A detail-oriented professional with a strong sense of empathy and a deep understanding of what great customer interactions sounds like.
• Proven experience in a quality assurance, or customer success role
• Excellent written and verbal communication skills, with the ability to provide clear, constructive feedback to help team members grow.
• Analytical mindset with the ability to spot patterns, draw insights from success interactions, and translate them into coaching or process recommendations.
• Comfortable working cross-functionally, especially with success leaders and training teams, to champion service quality and continuous improvement.
• Highly motivated with a strong work ethic. Wants to maximize number of support interactions audited each month

💻 The impact you will have

• As a QA specialist your work will have a direct impact on the success and growth of both and our customers. In this role, you will :
• Listen to and score Customer Success calls that aim to increase customer retention through both proactive and reactive motions.
• Provide clear trends and coaching opportunities based on rubrics scores to Success leadership.
• Guide enablement and training efforts for the CSM team based on trends from calls.

✅ Minimum requirements

• 2+ years of experience 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 (but not limited to) Salesforce, Sales Loft, TalkDesk, Gong, Loom, and Metabase.
• A background in B2B2C, ideally within the food / hospitality and technology space. You are familiar with industry trends and competitive dynamics and eager to share that knowledge with your team.
• A commitment to personal growth and continuous development.

🏆 Pay and benefits

• The estimated base salary range for this role is $30,000 USD.
• Other benefits include comprehensive health coverage, remote-first workplace, unlimited PTO - plus extra fun perks!

🚩 Notice - Employment Scams Communication from our team regarding job opportunities will only be made by an Owner team member with an email address.We do not conduct interviews over email or chat platforms, and we will never ask you to provide personal or financial information such as your mailing address, social security number, credit card numbers or banking information. If you believe you are being contacted by scammer, please mark the communication as "phishing" or “spam” and do not respond.