{"id":2904124,"url":"https://alion.io/job/multiplier-support-ops-customer-support-quality-manager-training","title":"(Support ops) Customer Support Quality Manager / Training","company":{"id":175391,"name":"Multiplier","domain":"usemultiplier.com","url":"https://alion.io/company/multiplier","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Kula","truth_index":null},"role":"Finance","role_family":"Finance","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Pune, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":6,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-19T07:23:32Z","employer_posted_date":"2026-10-20","last_verified_at":"2026-10-26T16:49:19Z","board_verified":true,"closed_at":null,"days_open":7,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":7},"description":"The global hiring revolution is shaping a future where talent can thrive everywhere, driving innovation and progress on a global scale.\nMultiplier is at the forefront of this change. By removing barriers and simplifying global hiring, we’re creating a level playing field where businesses and individuals - (like you) - can compete, grow, and succeed, regardless of geography.\nMultiplier empowers companies to hire, onboard, manage, and pay talent in 150+ countries, quickly and compliantly. Our mission is to build a world without limits, where ambitious businesses can look beyond borders to build their global dream teams. Our unified employment platform, complete with world-class EOR, AOR and Global Payroll products, means it has never been easier to seize the global hiring opportunity.\nWe’re backed by some of the best in the business, (Sequoia, DST, and Tiger Global), are led by industry-leading experts, scaling fast, and seeking brilliant like-minded enthusiasts to join our team. The future is borderless. Let’s build it together.\nJob Overview\nWe are looking for a Customer Support Quality Manager to own and elevate the quality, consistency, and effectiveness of our customer support interactions. This role sits within Support Operations and is responsible for defining quality standards, running quality assurance programs, and building training frameworks that continuously improve frontline performance.\nYou will work closely with Support Leaders, Team Leads, Product, Customer Success, and Operations to ensure support teams are well-trained, customer-centric, and aligned with product and process changes.\nWhat You’ll Do\nQuality Strategy & Execution\nDefine and own the support quality framework, including evaluation criteria, scorecards, and audit processes.\n\nConduct regular quality reviews across channels (tickets, chat, calls) to ensure accuracy, tone, and policy adherence.\n\nIdentify quality trends, root causes, and coaching opportunities.\n\nPartner with Support Managers and Team Leads to drive corrective actions and continuous improvement.\n\nTraining & Enablement\nDesign and deliver onboarding and ongoing training programs for frontline and advanced support roles.\n\nDevelop role-based training paths covering product knowledge, processes, tools, and customer communication.\n\nEnsure training content evolves with product releases, policy changes, and operational updates.\n\nCoaching & Performance Improvement\nSupport Team Leads with coaching frameworks and calibration sessions.\n\nRun regular calibration exercises to ensure consistent quality scoring across teams.\n\nHelp reduce repeat errors, escalations, and reopens through targeted enablement.\n\nCross-Functional Collaboration\nPartner with Product, Engineering, Customer Success, and Operations to stay aligned on roadmap changes and customer expectations.\n\nEnsure support teams are fully enabled ahead of launches and major changes.\n\nAct as the bridge between frontline feedback and process or training updates.\n\nMetrics & Reporting\nTrack and report on quality and training metrics such as QA scores, CSAT impact, error rates, reopens, time-to-proficiency, and training completion.\n\nUse data to prioritize high-impact quality and enablement initiatives.\n\nWhat You’ll Bring\n6-9+ years of experience in Customer Support, Quality Assurance, Training, or Support Operations.\n\nProven experience owning support quality programs and training frameworks.\n\nStrong understanding of frontline support workflows and customer experience best practices.\n\nExperience working closely with Support Managers and Team Leads.\n\nExcellent communication, coaching, and stakeholder management skills.\n\nData-driven mindset with experience tying quality and training efforts to customer outcomes.\n\nFamiliarity with QA tools, LMS platforms, and ticketing systems (Zendesk, Salesforce, etc.).\n\nWhat Success Looks Like\nConsistently high-quality customer interactions across teams and regions.\n\nFaster ramp time for new hires and improved frontline confidence.\n\nReduced repeat issues and escalations.\n\nStrong alignment between product changes and frontline readiness.\n\nClear, trusted quality metrics influencing leadership decisions.\nEqual Employment Opportunity\nMultiplier is an equal opportunity employer: we value diversity. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status","description_format":"text","description_chars":4435,"description_truncated":false,"requirements":{"experience_years_min":6,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-20T07:23:32Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":6,"expected_fill_days":30,"reasons":["conf:2","velocity","win:early"],"computed_at":"2026-10-26T05:57:25Z"},"pay":null,"html_url":"https://alion.io/job/multiplier-support-ops-customer-support-quality-manager-training","json_url":"https://alion.io/job/multiplier-support-ops-customer-support-quality-manager-training.json","meta":{"generated_at":"2026-10-26T17:26:55Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":23382,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-27T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":175391},"rest":"https://alion.io/mcp/rest/get_company?id=175391"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fmultiplier-support-ops-customer-support-quality-manager-training"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fmultiplier-support-ops-customer-support-quality-manager-training"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fmultiplier-support-ops-customer-support-quality-manager-training"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/multiplier-support-ops-customer-support-quality-manager-training\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fmultiplier-support-ops-customer-support-quality-manager-training"}]}