Lead, CS Quality Assurance

Flex is a growth-stage, NYC headquartered FinTech company that is creating the best rent payment experience. It's hard to believe that it's 2025 and paying rent on time is expensive, inflexible, and difficult. We're here to change that! Flex enables our users to pay rent throughout the month on a schedule that better fits their finances and budget. Our mission is to empower as many renters as possible with flexibility over their most significant recurring expense. After deliberately keeping a stealth profile as we built up unprecedented investor support and an enthusiastic user base, we are looking for motivated individuals to help us keep our mission growing. Will you be a part of the team?

About the Role

Flex is hiring a Lead, Customer Support Quality Assurance person to oversee and enhance QA operations with a focus on alignment between our BPO agent teams and our internal customer support teams.This role on the Flex CS team will drive scalability, automation, and process improvements as well as optimize the QA program to provide a meaningful performance feedback loop between customer-facing agents, team leads, management, and internal stakeholders.

The Customer Support Quality Lead will be responsible for driving high-quality customer interactions across all communication channels through streamlined QA processes, analysis of key performance metrics, and close coordination with BPO QA teams, Vendor Management, Training, and CS System Administrators. This role will also expand audit capacity through AI and automation by leading the evaluation, selection, and implementation of a new Quality Management System (QMS).

What You'll Do

• Oversee and refine Flex's QA program for internal Customer Support and BPO teams, ensuring consistent quality across all customer interactions and communication channels.
• Align internal and external QA processes to create a scalable, standardized framework.
• Adapt the QA program to support new communication channels (e.g. chat and phone).
• Track and analyze BPO performance metrics and utilize QA insights to identify CS agent workflow and performance gaps for remedy.
• Ensure BPO partners; understand and meet Flex's quality benchmarks through close collaboration with their QA teams.
• Identify trends, performance gaps, and areas for improvement by leveraging QA data, customer feedback, and survey insights.
• Generate regular reports summarizing findings and recommendations for leadership.
• Work cross-functionally with Training, CS Systems Administrators, and Vendor Management to implement process improvements.
• Implement AI-driven automation to increase audit frequency by up to 10x and enhance QA accuracy with conversation analytics.
• Scope, select, and deploy a new Quality Management System (QMS) to support both internal and BPO operations.
• Ensure QA practices comply with regulatory requirements by collaborating with Compliance & Risk teams.
• Champion efficiency initiatives that improve customer experience and drive continuous improvement.

Key Qualifications

The pay range for this position is $102,000 - $118,000 in base salary. Individual compensation will align with Flex's internal leveling guidelines and benchmarks, considering candidate experience and skills.

This will be a Hybrid role in our NYC or SF office, 3 days a week.

Life at Flex :

We understand that it takes a diverse team of highly intelligent, curious, determined, empathetic, and self aware people to grow a successful company. Our HQ is located in New York City, but we have employees located throughout the US, Australia, Canada and South America. We are growing quickly, but deliberately, with a focus on building an inclusive culture. Our dynamic team has incredible perspectives to share, just as we know you do, and we take great pride in being an equal opportunity workplace.

We offer many employee benefits. For full time, U.S. based employees we offer :

For full time non-US employees, we offer