Quality Assurance Manager

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 the System of Action for the Office of the CFO, transforming the way businesses purchase and pay into an intuitive, B2C‑like shopping experience. Order.co leverages embedded AI agents and embedded financial products to reinvent the way businesses connect with their vendors.

End users enjoy a seamless, zero‑training buying experience, while finance and procurement leaders gain a single platform to orchestrate how the business “should operate”. The result is an all‑in‑one solution that serves as a gravitational pull for spend and data, automating and eliminating procurement and finance workflows from requisition to reconciliation along the way.

Order.co is on the cutting edge of B2B Agentic Commerce, poised to be the market leader in creating a more predictive, prescriptive, and personalized experience for users.

Founded in 2016 and headquartered in New York City, Order.co oversees nearly half a billion in annualized spend across hundreds of customers like WeWork, SoulCycle, Lume, and [solidcore]. Order.co has raised $75M in funding from industry‑leading investors like MIT, Stage 2 Capital, Rally Ventures, 645 Ventures, and more. Order.co has been proudly named a 50 to Watch by Spend Matters and a Best Place to Work by BuiltIn and Inc. Magazine.

About The Role

Order.co is looking for a Quality Assurance Manager to build a scalable way to continuously measure and improve our customer experience. Today, support quality is assessed anecdotally, and the richest source of customer insight we have — thousands of support interactions — largely disappears once tickets close. As we scale our team and expand AI‑handled support, we need a systematic answer to three questions: Are our interactions consistently excellent? Why are customers contacting us? And what do those interactions tell us about where our product and processes should improve?

This is a foundational role with a broad mandate: you will build our customer support quality assurance function from the ground up. Your goal is a closed‑loop, data‑driven flywheel that measures every interaction across human and AI channels, coaches agents and tunes automation, and surfaces systemic customer pain points that inform product development roadmaps and executive decision‑making. Reporting to the Director of Customer Support, you will set the standard for what quality means at Order.co and operate with significant autonomy and cross‑functional influence.

What You'll Do

• Design and launch our quality program for Customer Support — scorecards, sampling methodology, calibration, and review cadence — covering both agent teams and automation tools
• Leverage AI tools to move from sampled review to effective monitoring of 100% of customer interactions, including AI‑handled conversations with no human in the loop
• Define and track the metrics that measure overall support effectiveness (quality scores, CSAT/VOC trends, resolution accuracy, etc.) and report on them to leadership
• Review individual interactions to identify coaching opportunities, and partner with team leads and managers to translate findings into specific, actionable feedback for support agents
• Analyze support tickets to surface recurring customer pain points, bugs, and friction
• Build a scalable, recurring process that systematically delivers valuable insights to audiences across the organization, translating data into actionable recommendations for support teams and cross‑functional partners
• Build calibration processes to ensure quality standards are applied consistently across reviewers and channels
• Continuously refine the program based on business needs, agent feedback, and evolving technology, product, and process changes

What We’re Looking For

• 4+ years of experience across customer support QA, Voice of Customer, CX insights, or support operations; you have built or scaled a quality program from scratch
• Strong analytical skills; comfort digging through ticket data to find patterns and translate them into a compelling narrative
• Excellent written and verbal communication, including experience presenting to senior and executive audiences
• A coaching mindset: you can identify a gap and turn it into constructive, specific guidance
• A track record of cross‑functional influence — getting Product, Support, and leadership teams to act on your insights
• Hands‑on experience with AI‑enabled quality monitoring or a strong point of view on applying AI to support quality
• Familiarity with support tooling (e.g., Zendesk, Intercom, Gladly) and QA/analytics platforms is a plus
• Experience in a high‑growth SaaS or B2B environment; background in process design or operations is a plus

What You’ll Receive

• A competitive compensation package including equity
• Employer‑sponsored 401(k) with match
• Comprehensive medical, dental, and vision coverage
• Flexible time off and hybrid work environment
• Opportunity to build and scale a critical function at a high‑growth fintech company
• The anticipated annual salary range for this role is $135,000-$150,000. Actual compensation and title will be commensurate with experience, qualifications, knowledge, and skills.