Quality Assurance Manager – Customer Service Operations

About the Role

We're a fast-growing subscription-based e-commerce brand looking for an experienced Quality Assurance Manager to lead and maintain the quality standards of our customer service operations. You'll be responsible for auditing, coaching, and ensuring our team consistently delivers a top-tier customer experience.

This is a hands-on leadership role — you'll be managing QA processes across a team of 30+ agents and working cross-functionally with fulfillment partners to resolve issues quickly.


Requirements


Hands-on experience with Checkout Champ and Shopify — both are required

Must have worked for a subscription-based brand doing at least $1M/month in revenue

Minimum 2+ years of QA management experience in a customer service environment

Experience managing QA for a team of 30 or more agents

Experience with Richpanel CRM (or similar helpdesk/CRM platforms such as Gorgias or Zendesk)

Strong experience with email and refund auditing processes

Comfortable communicating with third-party logistics (3PL) providers to resolve fulfillment delays and hold them accountable

Highly organized, detail-oriented, and data-driven

Excellent written and verbal English communication skills

Able to work independently and take ownership of outcomes



What You'll Be Doing


Conducting regular email audits and refund audits to ensure accuracy, tone, and policy compliance across the CS team
Monitoring and reporting on team performance, identifying trends, and flagging areas for coaching and improvement
Managing and maintaining QA scorecards, audit templates, and standard operating procedures
Communicating directly with 3PL partners to follow up on fulfillment issues — delayed shipments, unresolved orders, and ensuring requests from the CS team are being actioned in a timely manner
Collaborating with team leads and management to improve processes and reduce customer friction
Escalating recurring fulfillment or service issues and recommending solutions



Nice to Have


Experience with retention metrics (MRR, churn, cohort analysis)
Background in health, wellness, or supplement subscription brands



How to Apply

Please include in your application:


A brief summary of your QA management experience
The subscription-based brand(s) you've worked with and their approximate monthly revenue
Your experience with Checkout Champ and Shopify
Team size you've managed QA for