Support QA Specialist

If you shop online (and who doesn’t these days?), chances are you’ve already interacted with Notch AI Agent.

At Notch, we’re building a platform that enables every company in the world to create autonomous AI agents for everything from customer service to commerce.

We’re looking for a Support QA Specialist to ensure our AI-driven customer support processes are optimized, efficient, and delivering exceptional experiences. You’ll be responsible for quality assurance, process improvements, and troubleshooting support workflows to help our AI agents perform at their best.

How You’ll Make an Impact

• Quality Assurance: Design and execute processes to validate AI-driven customer support interactions, ensuring accuracy, compliance, and effectiveness.
• Process Implementation: Oversee the setup and refinement of support workflows, ensuring seamless integration with Notch AI solutions.
• Troubleshooting: Identify, diagnose, and resolve issues related to customer procedures, workflow configurations, and data inconsistencies.
• Continuous Improvement: Monitor and analyze AI agent performance to enhance response quality, reduce errors, and optimize resolution paths.
• Documentation & Training: Develop clear, structured documentation to support scalable, repeatable processes for AI support agents.
• Cross-Team Collaboration: Work closely with product, engineering, and customer success teams to refine AI-driven support processes and align with business needs.

About You

• Process-Oriented: You excel at defining, standardizing, and optimizing customer support workflows.
• QA Mindset: You have a strong focus on testing, validation, and ensuring accuracy in AI-powered customer interactions.
• Problem-Solving Skills: You can diagnose workflow inefficiencies and implement effective solutions.
• Attention to Detail: You ensure every customer support implementation meets operational and business requirements.
• Project Management: You can manage multiple initiatives simultaneously in a structured and efficient manner.

Bonus Points For

• Candidates who are available to start immediately.
• Experience in QA, customer support operations, or support process optimization.
• Familiarity with AI-powered customer service tools, automation, or chatbot platforms.
• Experience in fast-growing tech startups, B2B SaaS, or e-commerce.
• Strong documentation and process-building skills.

If you’re passionate about improving customer support processes and ensuring AI-driven interactions meet the highest quality standards, we’d love to hear from you!