Customer Support Specialist - Quality Assurance

About Responsive

Responsive, formerly RFPIO, is the market leader in a growing category of SaaS solutions called Strategic Response Management. More than 2,000 customers, including Google, Microsoft, Blackrock, T.Rowe Price, Adobe, Amazon, Visa and Zoom, are using the Responsive platform to manage business critical responses -including bids, questionnaires, assessments, and trust centers - that impact nearly half of a company's revenue. More than 35% of cloud SaaS leaders and more than 20 of the Fortune 100 standardize on Responsive, and the company has been voted "best in class" by G2 for 24 quarters straight. Customers have used Responsive to close more than $750B in transactions to-date. To learn more, visit responsive.io.

About the Role

Responsive is opening an Internal Job Posting for a QA Analyst – Customer Support to help strengthen quality, consistency, and customer experience across our Support organization. This role focuses on reviewing Support tickets, providing actionable feedback, and partnering with Support leadership to drive continuous improvement.

The QA Analyst plays a critical role in ensuring high-quality case handling, clear communication, SLA adherence, and process compliance, while helping Support teams scale efficiently in an AI-first, DevRev-driven environment.

What Success Looks Like (First 3–6 Months)

  • Improved ticket quality and customer communication scores
  • Reduced repeat issues due to clearer resolutions and documentation
  • Better bug intake quality and fewer Engineering rework cycles
  • Clear, consistent QA feedback adopted by Support teams
  • Strong collaboration with Enablement to close skill gaps

Who Should Apply

This role is a strong fit if you:

  • Have experience in Customer Support, Support QA, Support Operations, or Technical Support
  • Are detail-oriented with a strong focus on quality and customer experience
  • Are comfortable reviewing written communication and providing constructive feedback
  • Can work closely with Support leadership and Enablement teams
  • Enjoy identifying patterns and driving process improvements

Why Consider This Role

  • Direct impact on customer experience and service quality
  • Opportunity to influence Support standards and best practices
  • Exposure to cross-functional teams including Product, Engineering, and Enablement
  • Pathway into Support Operations, Enablement, or Leadership roles

What You’ll Be Responsible For

  • Perform quality audits on Support tickets across L1–L3
  • Review cases for accuracy, completeness, tone, and adherence to SOPs
  • Evaluate compliance with SLAs, escalation guidelines, and resolution standards
  • Provide clear, actionable feedback to agents and team leads
  • Identify recurring quality gaps and systemic issues impacting customer experience
  • Partner with Team Leads and Enablement to address training and knowledge gaps
  • Track and report on quality metrics, trends, and improvement opportunities
  • Validate ticket intake quality, including bug details and escalation readiness
  • Support continuous improvement initiatives across Support operations

Preferred Experience

  • Experience in a B2B SaaS or enterprise software environment
  • Familiarity with DevRev, Zendesk, Jira, or similar platforms
  • Exposure to QA frameworks, scorecards, or audit processes
  • Understanding of Support SLAs, escalation models, and ticket workflows
  • Experience supporting global or distributed teams