Customer Support QA Specialist

About Zeely: Zeely AI is a premier, hyper-growth all-in-one AI marketing and content automation platform empowering over one million small businesses and digital teams globally to launch high-performing ad creatives, UGC videos, and Meta marketing campaigns without expensive agency layers. By lowering barriers to world-class digital growth tools, we help businesses expand and reach their target channels with absolute confidence.

Role Mission

We are seeking a talented, highly collaborative Customer Support Quality Assurance (QA) Specialist to maintain, evaluate, and scale the quality of customer communications across our global support ecosystem. Operating as a growth partner rather than a simple controller, you will audit multi-channel interactions, fill out strategic scorecards, track performance metrics (CSAT, FRT), and deliver structured 1:1 coaching. This execution-driven role directly influences agent maturity, customer retention pipelines, and overall brand trust.

Key Responsibilities

• Interaction Quality Auditing: Regularly review and grade customer support interactions across live chats, emails, social comments, and alternative helpdesk channels.
• Scorecard Architecture: Maintain and fill out detailed QC scorecards to benchmark tone of voice, procedures compliance, script adherence, and operational accuracy.
• Agent Mentorship & Coaching: Deliver constructive, structured data feedback loops and execute 1:1 coaching sessions based on real case studies to improve communication styles and problem-solving metrics.
• Onboarding & Training: Participate in training, scaling, and onboarding tracks for incoming support agents, creating updated documentation guidelines, runbooks, and FAQs.
• Analytics & QA Reporting: Compile weekly and monthly quality dynamics dashboards tracking performance fluctuations by individual agent, shift, team, and channel tier.
• Process Calibration: Partner tightly with Support Team Leads and management to run calibration sessions, eliminate recurring workflow friction points, and address billing or refund disputes.

Required Skills & Qualifications

• 3+ years of professional experience operating as a Quality Control (QC) Analyst, QA Specialist, or Senior Agent within a customer support environment or modern contact center.
• Hands-on experience designing or running QA evaluation scorecards, quality frameworks, and calibrated support standards.
• Deep conceptual understanding of core customer experience tracking variables including CSAT, FRT, QA Score, refund rates, and escalation trends.
• Strong practical proficiency navigating modern CRM and helpdesk tracking platforms such as Zendesk, Intercom, or Salesforce Service Cloud.
• Advanced analytical skills navigating Microsoft Excel / Google Sheets to compile trend curves, tracking data charts, and cohort calculations.
• High level of professional empathy combined with a mature, partner-oriented communication architecture focused on professional upskilling.
• Fluency in English (Upper-Intermediate level or higher, both written and spoken).
• Location Context: 100% remote working infrastructure framework open to qualified support professionals globally (Remote Global model).

Preferred Strategic Indicators (Nice to Have)

• Direct previous experience supporting high-volume B2C SaaS platforms or subscription-based mobile apps.
• Familiarity resolving high-friction billing issues, transactional disputes, chargebacks, or specialized user retention cases.

What We Offer

• A vital role shaping customer experiences for an AI-first software leader helping small businesses thrive globally.
• Highly collaborative, distributed remote work setup with physical hub options in Warsaw and Kyiv.
• Comprehensive paid time off (PTO), sick leave structures, and dedicated administrative support regarding local private entrepreneurship compliance.
• Transparent, structured timeline performance evaluations to accelerate your career growth and compensation reviews.