Senior Manager, Tech Support - QA

We are seeking a Quality Assurance leader to elevate the performance standards and customer experience outcomes within our Technical Support organization. This role is pivotal in building a culture of excellence, operational discipline, and continuous improvement. The QA team will ensure that every customer interaction meets our high standards of concierge service.

About the Team

The Global Support organization at Rapid7 partners with customers to help them achieve their security goals across our comprehensive cybersecurity platform. Our Technical Support teams, operating from three global Centers of Excellence, deliver industry-leading support to more than 11,000 customers by bridging the gap between their security objectives and the practical capabilities of their teams.

About the Role

As a Senior Manager, Tech Support - QA, your primary responsibility will be to establish and lead the Quality Assurance function for Technical Support, to enhance our customer service. Specifically, your focus will be to: 

• Build a customer-centric QA team capable of assessing adherence to customer service standards (behavioral) and processes, while identifying systemic risks.

• Define QA targets (e.g., % of total cases or % of escalated cases) that optimize visibility into quality gaps, and ensure execution against the targets.

• Report on performance gaps and coaching progress; Drive performance standards and coaching plans among Support leaders globally.

• Report on systemic customer experience risks surfaced via QA; assume global ownership and drive mitigation of systemic risks through cross-functional collaboration, solving the pain points that hurt our customers the most.

• Tie the QA-derived insights to the company-wide benchmarks (CSAT, time to relief, etc) and drive their improvement.

• Drive innovation and automation in QA processes using advanced tools.

The skills and qualities you’ll bring include:

Role-Specific Skills

• 10+ years of experience in leadership roles across Technical Support, Quality Assurance, or Support Operations.

• Strong customer service evaluation skills based on behavioral drivers of customer experience.

• Strong ability to develop effective corrective action plans and track their progress over time.

• Technical fluency in data analytics, software engineering, and AI.

Critical Core Skills & Behaviors 

• Excellent communication and stakeholder management.

• Ability to drive accountability for customer outcomes.

• Ability to convert insights into strategic action.

• Ability to drive business priorities and cross-functional collaboration.

• Core Value Embodiment: Embody our core values to foster a culture of excellence that drives meaningful impact and collective success. 

We know that the best ideas and solutions come from multi-dimensional teams. That’s because these teams reflect a variety of backgrounds and professional experiences. If you are excited about this role and feel your experience can make an impact.

About Rapid7

At Rapid7, our vision is to create a secure digital world for our customers, our industry, and our communities. We do this by harnessing our collective expertise and passion to challenge what’s possible and drive extraordinary impact. We’re building a dynamic and collaborative workplace where new ideas are welcome.

Protecting 11,000+ customers against bad actors and threats means we’re continuing to push the envelope just like we’ ve been doing for the past 20 years. If you ’re ready to solve some of the toughest challenges in cybersecurity, we’re ready to help you take command of your career. Join us.