Title : Lead – Quality & Customer Experience
Exp : 5-6 Years
ROLES & RESPONSIBILITIES:
1. Quality Assurance Leadership
● Lead and manage QA strategies, testing cycles, and automation efforts across the platform.
● Build scalable QA processes covering functional, regression, performance, and integration testing.
● Collaborate with the product and dev teams to ensure releases are high-quality and bug-free.
● Ensure QA reflects real-world business use cases and customer workflows.
● Drive continuous improvements in QA tools, documentation, and methodologies.
2. Customer Success & Support
● Act as the technical support lead, addressing customer queries and issues with clarity and speed.
● Understand customer pain points and translate them into actionable insights for the product and development teams.
● Oversee and handle escalations from customer support and ensure timely resolution of complex technical issues.
● Create a knowledge base for internal and external use on common issues and solutions.
3. Cross-Functional Collaboration
● Work closely with product, engineering, and support teams to align QA and support processes with overall business goals.
● Provide feedback loops between customers and internal teams to influence roadmap and product enhancements.
● Be the customer advocate within the company.
4. Leadership & Strategy
● Lead a small team of QA and support engineers, mentoring and guiding them on best practices.
● Contribute to strategic decisions around QA automation, support tooling, and customer retention initiatives.
● Report key metrics such as issue resolution time, bug trends, release quality, and customer satisfaction scores.
Qualifications & Skills
● 5+ years of experience in QA, with at least 2 years in a leadership role.
● Strong background in SaaS (B2B) platforms, integrations, and understanding of business logic flows.
● Prior experience handling customer technical support or working closely with customer-facing teams.
● Excellent problem-solving skills and ability to handle multiple priorities. ● Strong communication skills to liaise with both technical teams and customers.
● Self-motivated, detail-oriented, and able to work independently in a fast-paced environment.