Support Quality Manager - Remote Eligible

Support Quality Manager

Our mission at Greenhouse is to make every company great at hiring – so we go to great lengths to hire great people because we believe that they're the foundation of our success. At Greenhouse, you'll join a team that collaborates purposefully, fosters inclusivity, and communicates with transparency and accountability so we can help companies measurably improve the way they hire.

Join us to do the best work of your career, solving meaningful problems with remarkable teams.

Greenhouse is looking for a Support Quality Manager to help our global Support team work smarter and deliver even 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 make sure our team is set up for success now and ready to scale as we grow.

Who Will Love This Job

• A builder - you thrive on making processes better.
• An independent thinker - you enjoy working independently while collaborating with multiple teams.
• A problem-solver - you are passionate about customer experience and enabling others to succeed.
• An owner - you like to own programs and tools and evolve them over time.

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.
• Your own unique talents! Your background has given you a unique perspective and set of transferable skills that aren't always in alignment with a given role - but those are qualities we value at Greenhouse. If you don't meet 100% of the qualifications outlined above, we still strongly encourage you to apply!

Applicants will be required to provide evidence of their right to work in Ireland as part of the application process and it is 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.