Senior Manager, Customer Support Quality Assurance

LastPass is looking for a Customer Support Quality/Technical Assurance Leader:

Exciting opportunity for a Support Quality Assurance leader looking to join a dynamic privately owned SaaS company headquartered in Boston's Innovation District. This will be remote-based and will report to the Senior Director of Global Customer Care based out of the United States. This is an excellent opportunity for a hands-on, detailed oriented, person looking for a challenging growth opportunity into a role driving improvement within our Customer Care organization.

If you are passionate about complex problem solving and motivated by scale, then this is the role for you!

Who will you work with?

• Global Customer Care
• Customer Success
• Operations
• IT
• Software & Platform Engineering
• Product Management
• Product Marketing
• Sales
• Security
• POST (Privacy Operations, Safety and Trust)
• TIME (Threat Intelligence)

What are some of the exciting challenges you will be working on?

• Owning and managing overseeing process refinement, optimization and creation for the support team to delivery positive customer experiences and outcomes safely and securely
• Owning the review and documentation of the end-to-end support journey while providing insights and consultation on gaps and areas of improvement – representing support as part of the entire End-to-end product lifecycle
• Conducting a thorough audit across our current systems used for quality auditing within Customer Care and review options for optimization and/or changing of tools to ensure efficient enablement of audit facilitation
• Building and developing a team of quality assurance analysts to conduct quality audits (randomized, targeted and ad-hoc-requested) across all Support channels and levels of escalation
• Constructing a framework of quality assurance tracking and targeting, including (but not limited to) a structured scorecard, KPIs for quality adherence and CTAs (Call-to-action) for improvement which can be used by agents and Support supervisors for improved performance management
• Constructing and managing comprehensive project plans related to quality and technical assurance strategy, monitoring timelines, and coordinating with cross-functional teams to achieve objectives
• Identifying and implementing (in partnership with Enablement resources and Support delivery) opportunities to enhance support processes and improve implementation methodologies

What does it take to work at LastPass?

• Dependability: We're looking for a professional we can rely on, so a good track record must be apparent on your work history
• Customer focused
• Security-minded
• Collaborative work ethic: You'll be working in a team, so it is crucial that you not only get along with but thrive working with others sometimes located in various time zones.
• Attention to detail
• Adaptability: In this role, your responsibilities can shift at times, and it requires someone that can adapt and thrive in fast-paced environment while assisting with a high volume of complex-repetitive requests.
• Experience in software environment(s) involved in work with technical support, Customer Success, Implementations and/or Professional Services
• Strong leadership experience and collaboration background. Experience in the security and/or privacy space is preferred
• Experience in a global work environment with cultural awareness and adaptability for working with teams and individuals across the world. Willingness to travel internationally and work with different timezones as needed

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Last updated on Aug 22, 2024