Overview

At 1Password, we believe that world-class security begins with world-class support. We have scaled past four hundred million in annual recurring revenue, earned consecutive spots on the Forbes Cloud 100, and partnered with Oracle Red Bull Racing. Now, we need a visionary leader to elevate our customer experience. As our Manager of Quality Assurance for Customer Support, you will shape how we measure, monitor, and master service excellence for millions of users worldwide. This is a fully remote role open to candidates across the globe.

Key Responsibilities

Design and execute a comprehensive quality assurance framework tailored for a high-growth technical support organization.
Lead, mentor, and inspire a distributed team of QA specialists dedicated to reviewing customer interactions.
Analyze support trends, ticket resolutions, and customer satisfaction metrics to identify coaching opportunities and operational gaps.
Collaborate closely with support leadership and training teams to translate QA insights into actionable educational programs.
Establish rigorous calibration sessions to ensure consistent evaluation standards across all support channels.
Drive continuous improvement initiatives that balance efficiency with empathy, ensuring our human-centric brand promise shines through every ticket.

Requirements

Extensive experience leading quality assurance or operational excellence teams within a fast-paced customer support environment.
Deep understanding of modern support tooling, ticketing systems, and quality monitoring methodologies.
Exceptional analytical skills with the ability to turn raw data into compelling stories and strategic business decisions.
Demonstrated success in coaching remote teams and fostering a culture of continuous learning and accountability.
Outstanding written and verbal communication skills, with a knack for building strong relationships across diverse cultures and time zones.
A genuine passion for cybersecurity and a deep appreciation for top-tier user experiences.

What You'll Gain

The chance to make a massive impact at a globally recognized cybersecurity leader trusted by over one hundred eighty thousand businesses.
Complete location flexibility with our fully remote, worldwide work model.
Competitive compensation packages, comprehensive benefits, and generous time off policies.
An inclusive, curious, and driven team culture that values your unique perspective and well-being.
Endless opportunities for professional growth as we continue pioneering new categories in digital security.