QA Support Specialist

Were looking to hire a talented QA Support Specialist to ensure our customer support team provides exceptional this role youll be the champion of quality monitoring customer interactions identifying training opportunities and helping our support reps grow.

Your focus will be to drive quality within our Support organization to ensure our Support Representative can provide a world class experience for our Auto Shops in all interactions. This will be achieved by developing and implementing quality control procedures creating and maintaining quality documentation collaborating with cross-functional teams to resolve issues and analyzing data to identify trends and areas for improvement. This role requires strong analytical skills meticulous attention to detail and excellent communication to ensure customer satisfaction and compliance with industry regulations.

Shopmonkey is a growing and changing startup so this role will include variety change challenges and creativity in designing solutions which goes beyond the typical support role.

You will have the opportunity to:

• Monitor Interactions: Review a variety of customer interactions including tickets chat transcripts and call recordings to assess the quality of support provided.
• Assess Performance: Evaluate support reps adherence to company standards including communication clarity problem-solving effectiveness and empathy.
• Identify Training Gaps: Pinpoint common areas where support reps need additional training such as product knowledge communication skills or troubleshooting techniques.
• Provide Feedback: Deliver constructive and actionable feedback to individual support reps and their managers to foster continuous improvement.
• Develop Resources: Collaborate with the support leadership team to create and update training materials and best practice guides based on your findings.
• Report on Quality: Analyze and report on key quality metrics to track team performance and the impact of training initiatives or a weekly monthly & quarterly basis.
• Calibrate Standards: Help define and refine our quality assurance standards to ensure they are fair consistent and aligned with our companys goals.

Support Metrics:

• Maintain tracking & reporting for quality metrics and trends to Support Leadership. Identifying any areas that are needed for focused improvements.
• Analyze and report trends from Auto Shops feedback to determine needed process improvements.

Communication:

• Ensure that all business-related items are successfully and professionally communicated either verbally or in writing both internally and externally.
• Continuously evaluate and identify opportunities to drive process improvements that positively impact the experience our Auto Shops go through.

We are looking for people who have:

• Experience: Proven experience in a quality assurance or coaching role within a customer support or call center environment. 3 years prior experience working in a Customer Support capacity
• Analytical Skills: Strong ability to analyze data and customer interactions to identify patterns and root causes.
• Communication: Exceptional written and verbal communication skills with a knack for providing clear constructive feedback.
• Empathy: A deep understanding of customer service principles and the ability to evaluate interactions with empathy and objectivity.
• Problem-Solving: Excellent problem-solving skills and the ability to think critically about complex customer issues.
• Collaboration: Experience working with a team to develop and implement training programs.
• Bonus Skills: Familiarity with customer relationship management (CRM) software and quality assurance platforms or methodologies is a strong plus.

In the United States the range is typically a salary of $50000 to $60000 equity benefits.The range provided is Shopmonkeys reasonable estimate of the base compensation for this role. The actual amount will be based on job-related and non-discriminatory factors such as location experience training skills and abilities. Consult with your Recruiter during the initial call to determine a more targeted range based on these job-related addition to this base compensation company stock options and benefits as outlined below are included.

Why Shopmonkey

Shopmonkey has become an amazing environment where employees feel that they are valued as people and not just worker bees. To ensure that our team thrives we invest in the following perks (benefits below are mainly for U.S. based full-time employees)Other benefits vary upon location outside the United States and employment status):

Health & Wellness

• Medical dental vision and life insurance benefits available the 1st of the month following hire date
• Short term and long term disability
• Employee assistance program
• Reimbursement for a personal health and wellness membership
• Generous parental leave
• 401(k) available upon hire

Time Off

• 11 paid holidays
• Flexible time off - take the time off you need!

Giving Back

• Matching donations for approved charitable organizations
• Group volunteer efforts

Check out our founders story life page or hear from real employees about what its like to work at Shopmonkey.

Join our team of hungry humble smart people who love what they do and change the auto industry by helping every shop thrive.

About the Industry

The U.S. is the second largest passenger vehicle market with more than 260 million registered passenger vehicles and the global car repair market is estimated to be worth more than $500B. Shopmonkey aims to change the status quo and enable auto shops to become more efficient and give their customers a more delightful experience.

About Shopmonkey

Shopmonkey is the leading auto-repair shop software company; it is a cloud-based solution that helps auto-repair shops consolidate tools save time and streamline their entire operation onto a simple easy-to-use platform.

Headquartered in Silicon Valley and trusted by more than 3500 auto shops across the U.S. and Canada Shopmonkey aims to change the status quo of the car repair market estimated to be worth more than $500B.

In 2021 Shopmonkey raised a $75 million Series C supported by top-tier Silicon Valley venture capital firms Bessemer Venture Partners Index Ventures Headline I2BF and ICONIQ Growth.

In 2022 Shopmonkey was named#4 on Forbes annual ranking of Americas Best Startup Employers list (and #1 in Business Products & Software Services).

Shopmonkey was once again named as one of Americas Best Startup Employers by Forbes in2023 and 2024.

Shopmonkey is committed to building a diverse and inclusive team. We are looking for team members from all backgrounds that are committed to the Shopmonkey mission.

Shopmonkey provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race color religion age sex national origin disability status genetics protected veteran status sexual orientation gender identity or expression or any other characteristic protected by federal state or local laws. This policy applies to all terms and conditions of employment including recruiting hiring placement promotion termination layoff recall transfer leaves of absence compensation and training.

Shopmonkey is committed to the full inclusion of all qualified keeping with our our commitment Shopmonkey will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly if reasonable accommodation is required to fully participate in the job application or interview process to perform the essential functions of the position and/or to receive all other benefits and privileges of employment please contact our Talent Team at.

Please note: Shopmonkey will never request sensitive information such as your social security number bank account information or other non-publicly available information during the application and interview process. If an applicant is extended an offer of employment such sensitive information will be requested at that time. Shopmonkey will never ask you to receive and ship packages or goods as part of the interview. Other practices to be on alert for:

• Contact initiated via unsolicited text message or cold call. Shopmonkey does not follow up with candidates through instant messaging applications.
• Our Talent Acquisition team only corresponds from email addresses with the domain @. If a generic email ID ending with Gmail/Yahoo or other domain is used while receiving a job offer or interview call there is a likelihood of a scammer.
• While some of our jobs can be found on third party job sites all of our current job opportunities and descriptions are posted on Shopmonkeys Careers page or our official LinkedIn Company Page

The U.S. Federal Trade Commission has published helpful articles to help individuals learn more about protecting themselves from recruiting scams and financial fraud. If you believe you were a victim of such a scam you may contact your local law enforcement agencies. Shopmonkey is not responsible for any claims liability losses damages or expenses resulting from scammers or impersonators.