Quality & Support Operations Manager

Speak4 is a technology start-up that helps organizations empower supporters to speak up for the causes they believe in through an innovative, frictionless digital advocacy platform. Built by experienced marketers, skilled technologists, and award-winning digital strategists, Speak4 was created to give organizations a better tool to mobilize grassroots support online.

We’re seeking a detail-oriented, process-driven Quality & Support Operations Manager to own the quality, reliability, and day-to-day support experience of the Speak4 platform. Sitting at the intersection of Product and Partner Success, this role ensures issues are identified early, communicated clearly, and resolved efficiently, while maintaining strong quality assurance processes and clear support documentation. Success in this role requires strong organization, clear written communication, comfort working with technical teams, and a proactive mindset focused on improving quality and reducing friction for users.

Responsibilities 

• Own and execute quality assurance testing across new features, enhancements, and bug fixes 
• Coordinate regression testing and validate releases before deployment
• Manage incoming help desk tickets, including triage, prioritization, and assignment to developers 
• Act as the primary point of coordination between Product and Partner Success for issue resolution 
• Identify recurring issues and patterns and communicate insights to Product 
• Write, maintain, and improve support guides and help documentation 
• Ensure support documentation stays aligned with current platform functionality
• Help establish and improve QA and support processes over time

Requirements

• 1+ years experience in quality assurance, support operations, or a similar SaaS operations role 
• Strong written communication skills with experience creating user-facing documentation 
• Comfort working with developers and understanding technical concepts (no coding required) 
• Highly organized, detail-oriented, and process-driven 
• Ability to manage multiple issues and priorities in a fast-paced environment
• Experience working with help desk or ticketing systems is a plus
• Familiarity with web-based software platforms is strongly preferred

Benefits

• Competitive compensation package with performance-based incentives.

• Comprehensive benefits including medical, dental, vision, and life insurance.

• Generous paid time off, parental leave, and flexible holiday scheduling.

• Access to on-site fitness facilities and rooftop amenities overlooking Washington, D.C.  

• Fully stocked office kitchen and regular company-sponsored events.

Speak4 is an Equal Employment Opportunity (EEO) employer.