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Support Quality Manager

Anywhere in Ireland

Our mission at Greenhouse is to make every company great at hiring – so we go to great lengths to hire great people because we believe that they’re the foundation of our success. At Greenhouse, you’ll join a team that collaborates purposefully, fosters inclusivity, and communicates with transparency and accountability so we can help companies measurably improve the way they hire. 

Join us to do the best work of your career, solving meaningful problems with remarkable teams.

Greenhouse is looking for a Support Quality Manager to help our global Support team work smarter and deliver even better outcomes for our customers. In this role, you’ll shape and improve the systems, processes, and programs that empower our Support Specialists to succeed. You’ll own initiatives across onboarding, quality, and tools to make sure our team is set up for success now and ready to scale as we grow.


Who will love this job

  • A builder - you thrive on making processes better.
  • An independent thinker - you enjoy working independently while collaborating with multiple teams.
  • A problem-solver - you are passionate about customer experience and enabling others to succeed.
  • An owner - you like to own programs and tools and evolve them over time.

What you’ll do

  • Own and evolve our QA program, leveraging our AutoQA tool to provide actionable insights that improve support quality.
  • Improve operational processes including issue triage, prioritization, and assignment.
  • Drive knowledge management efforts to ensure operational continuity.
  • Partner with managers to optimize the use of Zendesk and related tools to simplify workflows and reduce friction for customers and agents.
  • Lead onboarding initiatives to reduce ramp-up time and improve consistency across the team.
  • Additional projects and responsibilities as business needs require

You should have

  • 5+ years of experience in Support or related fields, ideally within a technical environment.
  • Demonstrated ability to work independently, identify opportunities, and take initiative without heavy direction.
  • Excellent communication and facilitation skills with the ability to work cross-functionally.
  • Strong organizational skills and attention to detail, with a track record of driving operational improvements.
  • Analytical skills to define, measure, and improve team performance using metrics and KPIs.
  • Your own unique talents! Your background has given you a unique perspective and set of transferable skills that aren't always in alignment with a given role - but those are qualities we value at Greenhouse. If you don't meet 100% of the qualifications outlined above, we still strongly encourage you to apply!

Applicants will be required to provide evidence of their right to work in Ireland as part of the application process and it is pre-condition to any offer of employment.  Greenhouse is not in a position to support employment permit applications for candidates for this role. 

Greenhouse provides a variety of benefits to employees, including medical, dental, life and disability insurance, mental health resources, financial wellness benefits, and a fully paid parental leave program. For Ireland-based employees, we offer 25 days' vacation and an employer matching pension program.

#LI-MS2

Who we are

At Greenhouse, we live by our mission through using our own product to help us hire the right person for the job, every time. We are a remote-first company and have shared office spaces in New York City and Ireland, and optional co-working spaces that give us flexibility to do our best work anywhere. We take an active role in our growth through a performance review program that’s committed to providing actionable feedback, and a bonus structure that rewards great performance. We believe that bringing together a variety of perspectives makes us a stronger company – and we nurture leaders who create an inclusive culture and invest into employee resource groups that celebrate our differences and life experiences. We’re proud to have built an award-winning culture that’s been recognized as Fortune’s Best Places to Work and Inc.’s Best Workplaces multiple years in a row. 

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Greenhouse Software is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation during the application process, reach out to accommodations@greenhouse.io.

Emails about job opportunities at Greenhouse Software are only offered by employees with @greenhouse.io email addresses. See this page on our website if you suspect a phishing scam.

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Guidelines for using AI in our interviewing process *

As your prospective employer, Greenhouse has outlined our policy on how candidates are permitted to use AI in our hiring processes. Knowing that the way we experience AI may evolve over time, we will regularly review our approach to AI to ensure alignment with current legislation and to protect against potential biases in our processes. Prior to engaging in the interview process, please review our current policy. 

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EU candidates/applicants

When you apply to a job on our careers page, the personal data contained in your application is collected and processed by Greenhouse Software, Inc. (“Greenhouse”) for the purposes of evaluating your candidacy for employment at Greenhouse. Such processing is legally permissible under Art. 6(1)(f) of Regulation (EU) 2016/679 (General Data Protection Regulation) as necessary for the purposes of the legitimate interests pursued by Greenhouse, which are the solicitation, evaluation, and selection of applicants for employment. Greenhouse is located at 228 Park Avenue S. PMB 14744, New York, New York 10003-1502 USA, and any questions related to your personal data can be forwarded to privacy@greenhouse.io. 

Greenhouse Software, Inc. is a cloud services provider located in the United States of America (U.S.) and is the controller of the personal data it collects in connection with its recruiting and hiring processes, as well as with data processors engaged by Greenhouse to help manage those processes, also located in the U.S. If you are located outside of the U.S., your personal data will be transferred to the U.S. once you submit it through our careers site. Greenhouse complies with the EU-U.S. Data Privacy Framework (EU-U.S. DPF) as set forth by the U.S. Department of Commerce. Greenhouse has certified to the U.S. Department of Commerce that it adheres to the EU-U.S. Data Privacy Framework Principles (EU-U.S. DPF Principles) with regard to the processing of personal data received from the EU. The European Commission has determined that the EU-U.S. DPF provides an adequate level of protection for personal data collected from EU data subjects, and Greenhouse transfers personal data further to this mechanism.

When you apply to a job on our careers page, the personal data contained in your application is collected and processed by Greenhouse Software, Inc. (“Greenhouse”) for the purposes of evaluating your candidacy for employment at Greenhouse. Such processing is legally permissible under Art. 6(1)(f) of Regulation (EU) 2016/679 (General Data Protection Regulation) as necessary for the purposes of the legitimate interests pursued by Greenhouse, which are the solicitation, evaluation, and selection of applicants for employment. Greenhouse’s registered office is located at 228 Park Avenue S. PMB 14744, New York, NY, 10003-1502, and any questions related to your personal data can be forwarded to privacy@greenhouse.io. 

Greenhouse Software, Inc. is a cloud services provider located in the United States of America (U.S.) and is the controller of the personal data it collects in connection with its recruiting and hiring processes, as well as with data processors engaged by Greenhouse to help manage those processes, also located in the U.S. If you are located outside of the U.S., your personal data will be transferred to the U.S. once you submit it through our careers site. Greenhouse is certified to the EU-U.S. Data Privacy Framework, which the European Commission has determined ensures an adequate level of protection – comparable to that of the EU – for personal data transferred from the EU.

Your personal data will be retained by Greenhouse as long as Greenhouse determines it’s necessary to evaluate your application for employment, including consideration for opportunities in the future, in the event of an unsuccessful application, for a period of 2 years. Under the GDPR, you have the right to request 1) access to your personal data, 2) that your personal data be updated or erased, and 3) that processing of your personal data be restricted. Please reach out to privacy@greenhouse.io if you wish to exercise these rights. You also have the right to data portability, and you may lodge a complaint with an EU supervisory authority.

Greenhouse Interview Recording Policy (Fraud Detection) *

Greenhouse records all interviews with BrightHire to help detect and prevent candidate fraud (such as impersonation or use of deepfake technology). This processing is based on our legitimate interest in protecting the integrity and security of our hiring process. You have the right to object to this processing at any time. 

If you object, Greenhouse will review your request and balance your interests against our legitimate interest in maintaining the integrity and security of our hiring process. In some cases, we may continue processing your data for fraud prevention if we determine that our legitimate grounds override your objection.

Greenhouse Interview Recording Policy (Candidate Evaluation and Training) *

We use interview recordings to evaluate your application, support interviewer training, and reinforce inclusive and structured hiring practices. These uses require your explicit consent. If you choose not to consent to the recording of your interview to be used for candidate evaluation and training, it will not affect your application and your interview will not be recorded for these purposes. Fraud detection recording will occur regardless of consent, subject to your right to object. 

Demographic questions (Ireland)

At Greenhouse, we value belonging and believe in fostering an environment where a diversity of perspectives can thrive. This core value is a pillar of our business and critical to our success. Your responses will be used (in aggregate only) to help us identify areas of improvement in our process. Your responses will not be associated with your specific application and will not in any way be used in the hiring decision.
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