Replit · 1 day ago
Manager, Quality Assurance
Foster City, CA (Hybrid) In office M,W,F
Full-time
Hybrid
Mid, Senior Level
$140K/yr - $175K/yr
5+ years expReplit is a software creation platform that enables users to build applications using natural language. The Quality Assurance Manager will lead the QA program for the Support organization, ensuring high-quality customer experiences and collaborating cross-functionally to drive improvements in training and workflows.
Artificial Intelligence (AI)Cloud ComputingDeveloper ToolsInformation TechnologySoftware
Responsibilities
Build and lead the Support QA program, including evaluation frameworks, scoring models, review workflows, and calibration processes
Hire, develop, and manage QA specialists or analysts as the program scales
Define quality standards across ticket support, technical troubleshooting, and customer communication
Establish QA coverage strategy across FTE and vendor support teams
Lead calibration programs to ensure consistent quality standards across reviewers, teams, and regions
Partner with Learning & Knowledge to turn QA insights into training, onboarding improvements, and coaching strategies
Partner with Support Operations to embed quality signals into dashboards, reporting, and performance frameworks
Define and evolve quality standards for AI-assisted support, including agent assist usage, automation handoffs, and AI-generated content quality
Utilize Replit to build internal tooling and recommend external tooling when necessary to improve QA workflows and program scalability
Define and track key quality metrics (QA trends, CSAT correlation, escalation rate, escalation rate, repeat contact rate, policy adherence) and report insights to Support leadership
Qualification
Required
5+ years in Support Quality, Support Operations, Technical Support, or similar roles in a technology company
2+ years in a people management or team leadership capacity
Experience building or significantly evolving a QA program, framework, or evaluation system
Strong understanding of customer support workflows, ticket lifecycle, and escalation patterns
Experience working with support platforms (Zendesk or similar) and QA tooling or review workflows
Strong analytical mindset with experience using data to identify trends and drive performance improvements
Experience working cross-functionally with Support leadership, Operations, and Enablement or Training teams
Strong written and verbal communication skills, including delivering structured performance feedback and coaching guidance
Experience working in fast-moving product environments with frequent releases and evolving workflows
Hands-on experience using AI tools (e.g., Replit, Claude, ChatGPT, or similar) to improve workflows, knowledge creation, training, or support operations
Experience managing or influencing quality across vendor or BPO support environments
Preferred
Experience designing QA programs for technical or developer-focused support environments
Experience building QA programs that support both human and AI-assisted support interactions
Experience partnering on support automation, routing, or workflow design decisions
Experience building QA dashboards, reporting frameworks, or performance analytics models
Background in coaching, enablement, or performance improvement programs
Experience scaling QA programs in high-growth or early-stage environments
Has used Replit and built internal tooling
Experience working with IDEs, terminals, or other common developer tools
Benefits
401(k) Program
Health, Dental, Vision and Life Insurance
Short Term and Long Term Disability
Paid Parental, Medical, Caregiver Leave
Commuter Benefits
Monthly Wellness Stipend
Autonoumous Work Environement
In Office Set-Up Reimbursement
Flexible Time Off (FTO) + Holidays
Quarterly Team Gatherings
In Office Amenities
Company
Replit
Replit is the most secure agentic platform for production-ready apps.
51-200 employees
H1B Sponsorship
Replit has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (8)
2024 (5)
2023 (2)
2022 (2)
Funding
Current Stage
Growth StageTotal Funding
$472.02MKey Investors
Prysm CapitalCraft VenturesAndreessen Horowitz
2025-07-30Series C· $250M
2023-11-06Series B· $20M
2023-04-25Series B· $97.4M
Leadership Team
Amjad Masad
CEO
Haya Odeh
Co-Founder
Recent News
2026-01-19
Company data provided by crunchbase