[Hiring] Quality Assurance Specialist @Owner.com

Role Description

Owner.com is growing quickly, and we’re hiring a Quality Assurance Specialist to join our Customer Success team. You’ll evaluate the calls our CSMs lead, both proactive outreach and reactive retention calls, and make sure we’re hitting a high standard of service based on our Customer Success Quality rubrics. Beyond scoring calls, you’ll spot recurring gaps in communication or process, surface coaching opportunities, and work closely with Success leadership to recommend training and process improvements.

You’ll do well here if you like a fast pace, solve problems creatively, and are strong at both managing your time and reading data.

Qualifications

• You’re detail-oriented, empathetic, and know what a great customer interaction sounds like.
• Experience in a quality assurance or customer success role.
• Strong written and verbal communication, with the ability to give clear, constructive feedback that helps people grow.
• An analytical mindset. You can spot patterns across calls and turn them into coaching or process recommendations.
• Comfortable working cross-functionally, especially with Success leaders and training teams, to push for better service quality.
• Highly motivated with a strong work ethic, and you want to audit as many calls as you can each month.

Requirements

• 2+ years in a Customer Success or Account Management role.
• Proven success in a quality or enablement-focused role.
• Ability to listen to and score 80–100 calls per week.
• Experience with Customer Success tools, including Salesforce, Salesloft, Sigma, Loom, and Metabase.
• A B2B2C background, ideally in food, hospitality, or tech, with a good read on industry trends and competitors.
• A commitment to personal growth and continuous development.

Benefits

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

Company Description

Owner is the AI-native system local business owners use to succeed, starting with restaurants. We’re building the system that replaces the many tools owners use to run their business. It powers everything from the restaurant’s website, online ordering, CRM, POS, and more.

Since 2020, we've generated tens of millions in revenue and processed over a billion dollars of online orders. 1 in 5 Americans have used an Owner.com website. More importantly, we’ve helped over 20,000 restaurant owners, and saved them nearly $200 million in fees.

Our team is now in the low hundreds. We’ve got top talent from the most successful companies in SMB software, including: Shopify, HubSpot, DoorDash, ServiceTitan, Rappi, Faire and Stripe.

Owner is a remote-first, global company headquartered in San Francisco, with a sales hub in Toronto. For a few of our roles we prioritize in-person collaboration at one of our office locations. Most of our teammates are distributed throughout the globe.