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Manager, Quality Assurance
Customer Support QA Manager at Pleo
About Pleo
Messy spend management is tricky business. At Pleo, we're changing that. We build spend solutions that make managing money seamless, empowering, and surprisingly effective for finance teams and employees alike—with a vision to help all businesses "go beyond".
The word "Pleo" means "more than you’d expect", and living by that mantra has been the secret to our success over the last 10 years.
Now, we’re at a pivotal moment. With a shared ambition, a kind, driven, and progressive team, and flat hierarchies, we’ve built the best place to develop your career while making money management better for everyone else.
The Opportunity: Customer Support QA Manager
Pleo’s Customer Support team is on the front line every day—helping thousands of finance teams across Europe get more out of their Pleo experience. As our Customer Support QA Manager, you will:
- Define and own the QA function that ensures every customer interaction (across chat, email, phone, and other channels) meets our high standards.
- This isn’t just compliance—it’s about driving agent growth, fostering a culture of high-performing support, and ensuring our team enjoys what they do.
Key Responsibilities
Delivering Process Excellence
- Own the end-to-end QA program, including defining:
- Quality frameworks and scoring rubrics
- Calibration processes and feedback loops
- Channel-specific benchmarks for what "good" looks like
- Work closely with Support Team Leads to translate QA findings into tangible coaching and improvement plans.
Uncovering Insights & Driving Impact
- Analyse quality metrics, trends, and performance data to identify key opportunities—whether through product gaps, process improvements, or skill development.
- Surface actionable insights to leadership (e.g., where to focus training, tool optimisation, or strategic scaling).
- Flag systemic issues that go beyond support (e.g., bugs, product friction, or operational bottlenecks).
Building a Better Team & Process
- Define, maintain, and evolve QA standards across all support channels.
- Develop reporting dashboards (using tools like Power BI or similar) to ensure transparency and accountability for all stakeholders.
- Run calibration sessions, ensuring consistency in scoring across flat hierarchies and fostering a learning-oriented culture.
Using Tech & Data in Smarter Ways
- Leverage QA tooling (Playvs, Klaus, MaestroQA) and support platforms (Zendesk, Intercom) to streamline workflows and quality tracking.
- Continuously refine your approach based on customer satisfaction metrics like CSAT and NPS (where applicable).
Reasons to use Rodeo
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No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
Qualifications & Experience
Must-Have
- Proven QA leadership—in a customer support environment, ideally within technology or fintech.
- Experience and track record in managing teams (e.g., supervising, mentoring, or developing QA analysts or coaches).
- Strong analytical mindset—can distil data into actionable insights and tell compelling stories with metrics.
- Practical familiarity with QA platforms (e.g., Playvs, Klaus, MaestroQA) and support ticket platforms (e.g., Zendesk, Intercom).
- A keen eye for outstanding service excellence—not just functional correctness.
- Ability to influence without authority, ensuring buy-in from leadership, leads, and agents.
- Experience in roles that require collaboration across functions, like partnerships with Product, Engineering, or Training teams.
- Excellent communication skills—balancing clarity across support teams, leadership, and other stakeholders.
Bonus Points
- Experience scaling QA in a fast-growing environment (afootsteps into Pleo’s journey now).
- Experience in CSAT/NPS and understanding of how QA directly correlates with customer satisfaction and retention.
- Background in outsourced support QA, as with BPO environments or global call centres.
What We Offer
At Pleo, we believe people thrive when given latitude, invested in, and challenged to grow—always surpassed.
- Flexible Work: We trust you to do your best work on your terms. 9–5? 11PM–7AM? It’s yours.
- Pleo Perks: Rack up £120/month on a Pleo card to treat yourself—think snacks, meals, or Uber Eats. Among other top-rated perks.
- New Year, New You: Your well-being matters. 25 days holiday per year (local public holidays included).
- Invest in Your Curriculum Vitae: Build a career with a training budget, structured mentorship, and purple-for-purpose development programmes. You’ll return home better equipped than when you started here.
- A meaningful role: Join our exclusive HQ interior designers, who handpick workspaces that help our team thrive.
Our Team: Bigger Than Sum
We are 850+ global colleagues from over 100 nationalities, making money-talk everywhere better together. Difference creates impact. It’s bold. It’s necessary.
If you feel excited to connect withChallenge feedback, You’d appreciate a team where learning curves are as steep as you want them to be. And you’re ready to prioritise clarity and kindness along why the journey, then here’s what it will take to get you “carved” at Pleo:
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Join Us | All Means All
Whether you need adjustments to thinking process answer presentation using or any requirement please with in an We’re planning for you to feel comfortable. We’ll adapt to make sure you can do your best work every step of our of the Talent team evaluates each with Password Same policy your application.
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Interview
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Diversity & Inclusivity Reminder
Our inclusive org is what makes teams great. That’s why we encourage you to always have growth aim bite trying to tick their required profession bounds. Our framework will help those find role flow for your work culture. Let yourself grow while which shared, focus, and imagine avenues outside direct borders.
Key msg: We‘re looking for the a mindset that betrays potential—regardless of a professional record.
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