Overview
Join to apply for the Support Quality Manager role at KeyData Cyber.
Greenhouse is looking for a Support Quality Manager to help our global Support team work smarter and deliver better outcomes for our customers. In this role, you’ll shape and improve the systems, processes, and programs that empower our Support Specialists to succeed. You’ll own initiatives across onboarding, quality, and tools to ensure the team is set up for success now and ready to scale as we grow.
What you’ll do
* Own and evolve our QA program, leveraging our AutoQA tool to provide actionable insights that improve support quality.
* Improve operational processes including issue triage, prioritization, and assignment.
* Drive knowledge management efforts to ensure operational continuity.
* Partner with managers to optimize the use of Zendesk and related tools to simplify workflows and reduce friction for customers and agents.
* Lead onboarding initiatives to reduce ramp-up time and improve consistency across the team.
* Additional projects and responsibilities as business needs require.
You should have
* 5+ years of experience in Support or related fields, ideally within a technical environment.
* Demonstrated ability to work independently, identify opportunities, and take initiative without heavy direction.
* Excellent communication and facilitation skills with the ability to work cross-functionally.
* Strong organizational skills and attention to detail, with a track record of driving operational improvements.
* Analytical skills to define, measure, and improve team performance using metrics and KPIs.
* External mindset with transferable skills; applicants are encouraged to apply even if not all qualifications are met.
Other information
* Applicants will be required to provide evidence of their right to work in Ireland as part of the application process and it is a pre-condition to any offer of employment. Greenhouse is not in a position to support employment permit applications for candidates for this role.
* Greenhouse provides a variety of benefits to employees, including medical, dental, life and disability insurance, mental health resources, financial wellness benefits, and a fully paid parental leave program. For Ireland-based employees, we offer 25 days' vacation and an employer matching pension program.
* Greenhouse is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation during the application process, reach out to accommodations@greenhouse.io.
About us
Greenhouse is a remote-first company with shared office spaces in New York City and Ireland, optional co-working spaces, and a performance review program that provides actionable feedback. We value diverse perspectives and strive to create an inclusive culture.
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