As the Support Quality Manager at Replit, you'll build and lead the program that ensures our Support organisation delivers consistent, accurate, and high-quality customer experiences at scale. You'll define how quality is measured, reviewed, and improved across Support, helping teams move faster while maintaining customer trust.
You'll lead the strategy, design, and execution of our QA program across FTE and vendor teams. Early on, you may be hands-on in building frameworks, calibrating reviews, and establishing reporting. As the program scales, you'll build and lead a team responsible for quality reviews, calibration, and performance insights across Support.
You'll work cross-functionally with Support, Learning & Knowledge, Support Operations, Product, and Engineering to ensure quality insights directly drive training, workflow improvements, automation strategy, and product feedback.
Responsibilities
- Build and lead the Support QA program, including evaluation frameworks, scoring models, review workflows, and calibration processes.
- Hire, develop, and manage QA specialists or analysts as the program scales.
- Define quality standards across ticket support, technical troubleshooting, and customer communication.
- Establish QA coverage strategy across FTE and vendor support teams.
- Lead calibration programs to ensure consistent quality standards across reviewers, teams, and regions.
- Partner with Learning & Knowledge to turn QA insights into training, onboarding improvements, and coaching strategies.
- Partner with Support Operations to embed quality signals into dashboards, reporting, and performance frameworks.
- Define and evolve quality standards for AI-assisted support, including agent assist usage, automation handoffs, and AI-generated content quality.
- Utilize Replit to build internal tooling and recommend external tooling when necessary to improve QA workflows and program scalability.
- Define and track key quality metrics (QA trends, CSAT correlation, escalation rate, escalation rate, repeat contact rate, policy adherence) and report insights to Support leadership.
Requirements
- 5+ years in Support Quality, Support Operations, Technical Support, or similar roles in a technology company.
- 2+ years in a people management or team leadership capacity.
- Experience building or significantly evolving a QA program, framework, or evaluation system.
- Strong understanding of customer support workflows, ticket lifecycle, and escalation patterns.
- Experience working with support platforms (Zendesk or similar) and QA tooling or review workflows.
- Strong analytical mindset with experience using data to identify trends and drive performance improvements.
- Experience working cross-functionally with Support leadership, Operations, and Enablement or Training teams.
- Strong written and verbal communication skills, including delivering structured performance feedback and coaching guidance.
- Experience working in fast-moving product environments with frequent releases and evolving workflows.
- Hands-on experience using AI tools (e.g., Replit, Claude, ChatGPT, or similar) to improve workflows, knowledge creation, training, or support operations.
- Experience managing or influencing quality across vendor or BPO support environments.
Nice to Have
- Experience designing QA programs for technical or developer-focused support environments.
- Experience building QA programs that support both human and AI-assisted support interactions.
- Experience partnering on support automation, routing, or workflow design decisions.
- Experience building QA dashboards, reporting frameworks, or performance analytics models.
- Background in coaching, enablement, or performance improvement programs.
- Experience scaling QA programs in high-growth or early-stage environments.
Bonus Points
- Has used Replit and built internal tooling
- Experience working with IDEs, terminals, or other common developer tools.
What We Value
- Problem-solving mindset: Ability to approach complex operational challenges systematically and devise effective solutions
- Self-directed and autonomous: Capable of working independently while collaborating effectively with cross-functional teams
- Strong communication skills: Ability to explain complex technical concepts to both technical and non-technical audiences
- Continuous learning: Passion for staying current with industry best practices and new technologies
- Focus on automation: Strong belief in automating repetitive tasks and building self-healing systems
Full-Time Employee Benefits Include
- Competitive Salary & Equity
- 401(k) Program with a 4% match
- Health, Dental, Vision and Life Insurance
- Short Term and Long Term Disability
- Paid Parental, Medical, Caregiver Leave
- Commuter Benefits
- Monthly Wellness Stipend
- Autonomous Work Environment
- In Office Set-Up Reimbursement
- Flexible Time Off (FTO) + Holidays
- Quarterly Team Gatherings
- In Office Amenities
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