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Quality Lead

the/studio Posted: 16 Days Work From Home
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Who We Are
The/Studio ( is a fast-growing start-up on a mission to create more equality in the world by empowering all individuals to pursue their entrepreneurial spirit. We connect businesses with the best factories, giving them easy access to reliable inventory and capability to easily design and manufacture inspiring products. Our headquarters are in Los Angeles, California, but we are a truly global company with team-members across the U.S., Europe, South America, Africa, and Asia/Pacific. We have gone to a fully remote working platform so that we can attract the world’s best talent. We also have the rare distinction of being a profitable startup that has raised Silicon Valley capital.

We are looking to attract extremely intelligent, motivated people with massive aspirations to change the world by helping small businesses.

The Role
We are looking for a data driven, process-oriented, and critical-thinking individual to lead our Quality initiatives. If you are a process expert looking to take your career to the next level by improving your career beyond Sales and Customer Success, this is the right role for you.  

You’ll be working with our Training team to improve the company’s processes and procedures, working closely with our top leaders, and various departments within The/Studio. 

Our ideal candidate is someone who has a proven track record with the customer service or sales, has a fair and impartial view of the processes and can resolve disputes in a fair and consistent manner, and someone who can evaluate and coach Customer Success Representatives to be effective in their role. 

Ultimately, we are looking for someone who can help us build and establish our Quality initiatives, who can thrive in a fast paced start-up environment.  

This position is 100% remote from anywhere in the world.

What You'll Do

  • Create, update, maintain, organize, and edit our knowledge base articles to ensure they are consistent with the practices and procedures agreed upon with management, our production, and technology teams.
  • Perform QA (Quality Assurance) audits on interactions between our CSRs and customers.
  • Co-facilitate or support new hire training, up-skill training, nesting or other training initiatives as needed.
  • Participate in management meetings and discussions relevant to the processes and procedures of the Studio.
  • Perform coaching sessions with trainees and CSRs to provide feedback on how to improve their QA scores and sales.
  • Lead the dispute resolution process to ensure we have a fair and consistent way to gauge refund, redo, and cancellation requests.
  • Maintain and upkeep of our Quality related records, processes guides and other documentation.
  • Other related tasks to quality and training as may be assigned by the Training Director.


What We're Looking For

  • At least 3 years of experience in a Sales or customer service role (within The/Studio is preferred but not required)
  • Experience coaching, or managing others is strongly preferred.
  • Strong written and verbal skills in English
  • Critical thinker with ability to visualize a process and document the process flow in clear detail.
  • Attention to detail and good customer-handling skills
  • Self Starter. Proactive and can work with minimal supervision
  • Available to work US hours
  • Remote-ready: owns a desktop/laptop with at least 8GB of RAM, noise-canceling headset, and a stable internet connection with at least 10mbps speed, with a quiet space to take calls


If you are interested, please apply through this linkApply Here

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