Quality Assurance Specialist - Customer Success

Owner; México; A distancia; MXN 551,000; Jornada completa

Descripción de la vacante

A technology firm is seeking a Quality Assurance Specialist to join its Customer Success team. This remote role involves evaluating customer interactions, providing feedback, and identifying training opportunities to enhance service quality. The ideal candidate has at least 2 years of experience in Customer Success, exceptional communication skills, and a strong analytical mindset. The estimated salary is $30,000 USD with various benefits including health coverage and unlimited PTO.

Servicios

Comprehensive health coverage

Unlimited PTO

Extra fun perks

Formación

• 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.

Responsabilidades

• Listen to and score Customer Success calls to increase retention.
• Provide trends and coaching opportunities based on scores.
• Guide training efforts for the CSM team.

Conocimientos

Solution-focused mindset

Strong interpersonal skills

Detail-oriented

Excellent written and verbal communication skills

Analytical mindset

Highly motivated

Herramientas

Salesforce

Sales Loft

TalkDesk

Gong

Loom

Metabase

Descripción del empleo

About Owner.com

Owner.com 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, 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 using our technology to succeed in the digital age.

Our traction

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

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.

Why we are looking for you

Owner.com 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 Owner.com 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 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 @owner.com 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 a scammer, please mark the communication as “phishing” or “spam” and do not respond.