Team Lead (Quality Assurance, Support Excellence)

• Quality Assurance is a critical function within Support, ensuring consistent, high-quality experiences for both our customers and the Support agents who serve them. As our products and customer base grow in scale and complexity, QA plays a key role in delivering accurate, compliant support that delivers great merchant experience, while equipping agents with clear standards and actionable feedback to grow. At the same time, advancements in AI are reshaping how quality is measured and improved, and AI will play a central part of this role and the experience we’re seeking in the candidate we hire
• We are building an AI-first QA model that enhances how we evaluate interactions, generate insights, and drive iterative improvements across the customer journey. As the Team Lead for Support QA, you will define and execute this vision, directly improving key Support metrics such as CSAT and NPS and drive down escalations and re-opened cases. You will lead a small, high-impact team and partner cross-functionally to ensure quality is consistently measured, trusted, and drives meaningful improvements
• Define and own the long-term QA vision, with a focus on the transition from manual QA to AI-led evaluation models
• Define “what great looks like” by building and evolving QA frameworks, rubrics, and scoring methodologies aligned to business goals and risk tolerance
• Translate QA insights into clear, actionable strategies that measurably improve customer outcomes such as CSAT, NPS, and FCR and help define, shape and deliver what great support looks like
• Lead and mentor a small team of 2–3 QA Specialists, helping them drive meaningful quality improvements and deliver clear, measurable impact across the organization
• Design and implement AI QA strategy and processes, including evaluation frameworks, feedback loops and continuous iteration on best practices and technology solutions in this rapidly evolving space
• Establish training and continuous improvement mechanisms for AI evaluation models to ensure accuracy and reliability over time
• Define QA coverage strategies and a balanced approach to human and technology investments based on risk and business priority and ensure QA frameworks meet evolving regulatory requirements
• Define and track QA KPIs, ensuring a clear link between quality insights and top-line Support performance and ensuring sustained, relentless improvements to the merchant support experience
• Build scalable QA processes that are defensible in a highly regulated environment, including audit readiness, controls, reporting, risk mitigation, and documentation
• Establish a robust and disciplined calibration processes, governance structures, and documentation standards to ensure consistency across teams, regions, and evaluators
• Own and deliver the QA tooling and vendor management strategy
• Continuously evolve QA processes to increase automation leverage, precision, and overall impact

Benefits

• Global exchange program
• Weekly happy hour
• Delicious healthy lunches
• Phantom share package
• Yearly trip to Amsterdam
• Paid holidays
• Work from home opportunities- An effective communicator who can translate complex concepts into clear, actionable direction and effectively lead and land transformation in a Support environment
• Proven experience designing and implementing successful AI-led QA solutions with demonstrable positive impact on the customer experience
• Deep expertise in QA methodologies, including quality frameworks, scoring systems, key analytics and measures, RCA, calibration, coaching excellence and audit readiness
• A data-driven operator who uses metrics and insights to guide decisions and measure impact and can take a holistic view of quality that’s tailored for the complexity and high bar of our customer needs
• 7+ years of experience in Quality Assurance or Support, including 5+ years leading QA teams
• A strategic thinker who can define a clear direction and make effective tradeoffs in a resource-constrained environment and also operate tactically to deliver quick wins and address high-impact, low-effort opportunities
• Experience operating in a regulated environment, with a strong grasp of compliance, controls, and documentation requirements
• You must be work authorized in the United States without the need for new visa sponsorship- Ensuring a smooth and enjoyable candidate experience is critical for us. We aim to get back to you regarding your application within 5 business days
• Our interview process tends to take about 4 weeks to complete, but may fluctuate depending on the role. If you have specific time constraints, please communicate them with your recruiter, and we’ll do our best to accommodate them where possible