QA & Support Manager

Job Description

This is a remote position.

We are an AI-powered simulation platform that transforms how organizations train, coach, and empower frontline teams. Our immersive technology accelerates onboarding, improves performance, and enables data-driven coaching at scale.

We are seeking a   hands-on leader   to drive both   Quality Assurance   and   Support   functions. This role requires someone who can lead teams, build scalable processes, and serve as a trusted partner in assessing risk, improving automation, and delivering exceptional customer outcomes.

Requirements

Quality Assurance Leadership

Own and execute the QA strategy for a SaaS-based, AI-driven simulation platform.

Build and manage a team of QA engineers (manual + automation).

Define an   automation roadmap   with measurable milestones (coverage % targets, execution plans).

Develop and maintain automation frameworks (Playwright, Selenium, or equivalent).

Monitor platform health through regression, end-to-end, and performance testing.

Identify and articulate risks in deployments; serve as a decision-maker on release readiness.

Conduct root cause analysis and post-release audits.

Support Leadership

Oversee support operations with measurable KPIs (FCR, MTTR, CSAT).

Lead and mentor support staff, ensuring empathy, accuracy, and efficiency.

Design scalable support systems, help desk processes, and knowledge base resources.

Partner cross-functionally with Product and Customer Success teams to escalate insights.

Integrate QA team into support workflows (e.g., validating tickets, night-shift coverage).

Preferred Skills

Background in conversational AI, NLP, or simulation platforms.

Prior experience integrating   QA + Support functions   in a single role.

Ability to thrive in high-growth, agile startup environments.

Benefits

Why Join Loop?

Work on a   cutting-edge AI simulation platform   transforming workforce training.

Lead a   dual-impact function   with influence across QA and Support.

Opportunity to define the roadmap, build scalable processes, and leave a measurable impact.

Collaborative, fast-paced environment where your leadership drives customer and product success.

Requirements

Quality Assurance Leadership Own and execute the QA strategy for a SaaS-based, AI-driven simulation platform. Build and manage a team of QA engineers (manual + automation). Define an automation roadmap with measurable milestones (coverage % targets, execution plans). Develop and maintain automation frameworks (Playwright, Selenium, or equivalent). Monitor platform health through regression, end-to-end, and performance testing. Identify and articulate risks in deployments; serve as a decision-maker on release readiness. Conduct root cause analysis and post-release audits. Support Leadership Oversee support operations with measurable KPIs (FCR, MTTR, CSAT). Lead and mentor support staff, ensuring empathy, accuracy, and efficiency. Design scalable support systems, help desk processes, and knowledge base resources. Partner cross-functionally with Product and Customer Success teams to escalate insights. Integrate QA team into support workflows (e.g., validating tickets, night-shift coverage). Preferred Skills Background in conversational AI, NLP, or simulation platforms. Prior experience integrating QA + Support functions in a single role. Ability to thrive in high-growth, agile startup environments.