QA, Customer Success Manager - POS LATAM

About the role

Owner is a remote-first, global company building an all-in-one platform for local business owners, starting with restaurants. It is hiring a Quality Assurance Specialist to join its Customer Success team. You will evaluate the calls led by Customer Success Managers, covering both proactive outreach and reactive retention calls, and ensure service meets the company's Customer Success Quality rubrics.

Key responsibilities

• Listen to and score Customer Success calls focused on customer retention, across proactive and reactive motions
• Share clear trends and coaching opportunities with Success leadership based on rubric scores
• Guide enablement and training for the CSM team based on what is heard on calls
• Spot recurring gaps in communication or process and recommend training and process improvements with Success leadership

Required profile

• 2+ years in a Customer Success or Account Management role
• Proven success in a quality or enablement-focused role
• Detail-oriented, empathetic, and able to give clear, constructive feedback
• Analytical mindset, comfortable working cross-functionally with Success leaders and training teams
• Ability to listen to and score 80-100 calls per week
• B2B2C background, ideally in food, hospitality or tech

Required skills

• Experience with Customer Success tools, including Salesforce, Salesloft, Sigma, Loom and Metabase
• Strong written and verbal communication

What we offer

• Estimated base salary of $30,000 USD, converted to your local currency
• Comprehensive health coverage
• Remote-first workplace
• Unlimited PTO and other perks