Customer Support QA Manager

About the role

Pleo is looking for a Customer Support QA Manager to ensure every interaction across chat, email and phone meets the company’s high standards. You will own the quality assurance programme, turning data into actionable insights that help the support team improve and enjoy their work.

Key responsibilities

• Design, implement and maintain an end‑to‑end QA framework for all support channels, including scoring rubrics, calibration processes and feedback loops.
• Partner with Support Team Leads to translate QA findings into coaching plans and measurable performance improvements.
• Analyse quality trends, produce dashboards and present insights to leadership.
• Identify recurring issues that extend beyond support (bugs, process gaps, product friction) and work cross‑functionally to resolve them.
• Define and evolve standards for “good” interactions as Pleo and its customers evolve.
• Run regular calibration sessions to ensure consistent scoring across the team.

Required profile

• Proven experience running a QA function within a customer support environment, preferably in a tech or fintech company.
• Demonstrated ability to manage and develop QA analysts or coaches.
• Strong analytical mindset with comfort working with data and metrics.
• Excellent communication skills and the ability to influence cross‑functional stakeholders.

Required skills

What we offer

• Opportunity to shape the quality culture of a fast‑growing fintech.
• Collaborative, inclusive environment with 850+ colleagues from over 100 nationalities.
• Impactful work that directly influences the experience of 40,000+ customers.