Job Description

Owner is seeking a Quality Assurance Specialist to join their Customer Success team. This role will evaluate customer interactions led by Customer Success Managers (CSMs), ensuring a high standard of service. The specialist will identify recurring gaps, provide coaching opportunities, and collaborate with leadership to recommend training and process improvements.

Responsibilities

• Listen to and score Customer Success calls
• Provide trends and coaching opportunities based on rubric scores
• Guide enablement and training efforts for the CSM team

Requirements

• 2+ years of experience in Customer Success or Account Management
• Proven success in a quality or enablement focused role
• Ability to listen to and score 80-100 calls per week
• Experience with Customer Success tools (Salesforce, Sales Loft, TalkDesk, Gong, Loom, Metabase)
• Background in B2B2C, ideally within the food/hospitality and technology space
• Commitment to personal growth and continuous development

Benefits

• No benefits