We are seeking a proactive and highly organized Customer Support Quality & Operations Lead to oversee daily support ticket quality, manage the support operations workflow, and lead continuous performance improvement across the customer support team.

This role is responsible for ensuring tickets and customer validations are handled correctly, consistently, and efficiently — while tracking performance through clear KPIs, providing feedback to the team, and driving quality standards on a daily basis.

You will act as the bridge between quality control, team management, and operational excellence.

Key Responsibilities:

Quality Control & Compliance

• Review a daily sample of completed customer support tickets and platform validations to ensure compliance with internal standards

• Identify errors, inconsistencies, and missed steps in ticket handling and validation processes

• Escalate high-risk or critical issues immediately

• Ensure corrective actions are implemented and followed
  
  

Team Leadership & Coaching

• Provide daily feedback and guidance to customer support team members based on quality findings

• Support onboarding and continuous training of support agents on quality standards and best practices

• Act as the quality owner for the support team, promoting accountability and consistency
  
  

KPI Tracking & Reporting

• Define, track, and maintain KPIs such as ticket accuracy, validation error rates, response times, and escalation rates

• Produce daily and weekly quality and performance reports

• Use data to recommend operational improvements
  
  

Process Improvement & Operations

• Identify recurring issues and root causes and propose process improvements

• Help standardize workflows and documentation

• Support management with operational and administrative tasks

 Requirements

• Previous experience in customer support, quality assurance, or support operations

• Strong attention to detail and analytical thinking

• Ability to manage workflows and monitor team performance

• Excellent written communication skills

• Comfortable working independently in a remote environment

• Strong computer literacy (Google Workspace and Microsoft Office)

• Experience using ticketing systems such as Zoho Desk, Zendesk, or similar platforms

Nice to Have

• Experience in a QA, auditing, or team lead role

• Experience managing KPIs and dashboards

• Familiarity with customer support quality metrics

• Experience reviewing structured customer data

What We Offer

• Fully remote position

• Flexible working environment

• High-impact role with ownership of quality and performance standards

• Opportunity to shape and scale customer support operations

About FlavorWiki:

FlavorWiki is a digital insights company that provides market research services and a powerful analytical software for the food and ingredient industry to facilitate data collection, analysis and reporting of consumer insights across all relevant purchase drivers. It combines advanced data and machine learning techniques with easy-to-use features to enable digital communication with consumers, colleagues and suppliers around the world. 

We leverage a global community of testers who are invited to give their opinions on the products subject to the studies by completing surveys within the web-based FlavorWiki application, no downloads required. All the data gathered in these studies is uploaded in real time into the software where our customers can run different statistical analyses, create reports and share results with colleagues.

The FlavorWiki team is a dedicated, multicultural and highly motivated group of professionals, located all around the globe, bringing unique capabilities, knowledge and diverse experience into the work dynamics at FlavorWiki. We encourage every team member to grow professionally and perform in a rewarding and always challenging environment.  

Application process:

FlavorWiki will review every submission carefully and will get in touch with all applicants who provide the information and documents as requested and make a great fit for the role. The application process includes:

1.   Filling the online application form.

2.   Submitting a CV in English.

3.   Submitting a short presentation video / audio in English.

Applicants will be notified via email if they are selected for an online interview.