Head of AI-Driven Customer Support QA

Order.co; United States; Hybrid; USD 135,000 - 150,000; Full time

Benefits offered by this job

Equity

401(k) match

Medical/ dental/ vision

Hybrid work environment

Job summary

Order.co is seeking a Quality Assurance Manager to design and scale a customer support QA program. You will measure every interaction across human and AI channels, coach agents, tune automation, and surface systemic pain points to inform product roadmaps and executive decisions.

Reporting to the Director of Customer Support, you will own the standard for quality at Order.co with autonomy and cross-functional impact. This role offers a hybrid work setup and growth in a fintech-focused environment.

Qualifications

• 4+ years in customer support QA, Voice of Customer, CX insights, or support operations, building or scaling a quality program.
• Strong analytical skills with ability to translate ticket data into narratives for leadership.
• Excellent written and verbal communication, including presenting to executives.
• Coaching mindset with ability to give constructive, specific guidance.
• Track record of cross-functional influence—driving actions across Product, Support and leadership.
• Hands-on experience with AI-enabled quality monitoring or a strong point of view on applying AI to support quality.

Responsibilities

• Design and launch a quality program for Customer Support with scorecards, sampling, calibration, and review cadence.
• Leverage AI to monitor 100% of interactions, including AI-handled conversations.
• Define and track metrics (quality scores, CSAT/VOC trends, resolution accuracy).
• Review interactions to identify coaching opportunities and translate findings into actionable feedback for agents.
• Analyze support tickets to surface recurring pain points, bugs, and friction.
• Build a scalable process delivering insights to audiences across the organization.
• Build calibration processes to ensure consistent quality across reviewers and channels.
• Continuously refine the program based on business needs and evolving tech.

Skills

Analytical skills

Communication

Coaching mindset

Cross-functional influence

AI in QA

Zendesk familiarity

Tools

Zendesk

Intercom

Gladly

QA analytics platforms

Job description

Order.co is seeking a Quality Assurance Manager to design and scale a customer support QA program. You will measure every interaction across human and AI channels, coach agents, tune automation, and surface systemic pain points to inform product roadmaps and executive decisions.

Reporting to the Director of Customer Support, you will own the standard for quality at Order.co with autonomy and cross-functional impact. This role offers a hybrid work setup and growth in a fintech-focused environment.