Manager, Customer Care

About Us

About the Role

At JustAnswer, we’re on a mission to deliver world-class customer experiences. As the Quality & Training Manager for our Customer Care (COM) team, you’ll be at the heart of that mission — ensuring every interaction reflects excellence, empathy, and consistency. This role goes beyond managing processes: you’ll shape how quality is defined, measured, and elevated, while championing the integration of cutting-edge AI tools like ChatGPT and Prompt Studio to transform the way we train and support our global teams. 

What You’ll Do

Lead Quality & Training Excellence :

• Own the Quality & Training agenda for the COM team, building frameworks and processes that keep our standards world-class. 
• Continuously refine agent workflows — from onboarding to handling new product or policy updates — ensuring efficiency and clarity. 
• Keep our

  knowledge base alive and sharp

  , so every process is well-documented and easy to follow. 

Drive Strong BPO Partnerships :

• Act as the go-to Quality & Training partner for our Manila BPO teams. 
• Collaborate with BPO leadership to
  • Enhance training effectiveness, design coaching strategies
  • Close performance gaps. 
• Run periodic quality reviews and performance analyses to ensure KPIs don’t just get met — they get exceeded. 

Champion AI-Driven Innovation :

• Be the voice of AI in Quality & Training — embedding ChatGPT, Prompt Studio, and other tools into daily operations. 
• Translate AI insights into smarter training materials, sharper coaching, and better agent performance. 
• Set the roadmap for AI adoption in Customer Care, ensuring JustAnswer stays ahead of the curve. 

What We’re Looking For

Experience & Expertise:

• At least
  5+ years in Quality & Training management, with 3+ years partnering with BPOs.
• Proven success in building processes, improving training outcomes, and driving measurable quality improvements.

Leadership:

• Ability to lead and develop teams, conduct calibrations, and align global stakeholders.
• Strong stakeholder management and influencing skills.

Innovation & AI Adoption:

• Curiosity and hands-on experience applying AI tools (e.g., ChatGPT, Prompt Studio) to enhance QA and training.
• Willingness to champion AI adoption across Customer Care.

Core Competencies:

• Strategic thinking, decision-making, conflict management, stakeholder management, and process optimization.
• Data-driven, lean, humble, courageous, innovative; thrives in a fast-paced, high-growth environment.

Why This Role Matters

• Combine the science of quality with the art of training, powered by AI, to elevate customer experience and shape the future of support.

Why Join Our Team

Our JustAnswer Promise

Our Commitment to an Inclusive Workplace

AI Disclosure & Informed Consent