Manager, Support Quality

As the Support Quality Manager at Replit, you’ll build and lead the program that ensures our Support organization delivers consistent, accurate, and high-quality customer experiences at scale. You’ll define how quality is measured, reviewed, and improved across Support, helping teams move faster while maintaining customer trust. You’ll lead the strategy, design, and execution of our QA program across FTE and vendor teams. Early on, you may be hands-on in building frameworks, calibrating reviews, and establishing reporting. As the program scales, you’ll build and lead a team responsible for quality reviews, calibration, and performance insights across Support. You’ll work cross-functionally with Support, Learning & Knowledge, Support Operations, Product, and Engineering to ensure quality insights directly drive training, workflow improvements, automation strategy, and product feedback.