Last Updated on May 28, 2026 by Justin Bryant
Zeely AI is hiring a Customer Success Quality Specialist.
This is a remote-first role focused on improving customer communication quality across the support team. The company is looking for someone with QA experience in customer support who can coach agents, identify quality issues, and help improve overall customer experience processes.
The role appears best suited for someone with strong analytical skills, experience reviewing support interactions, and a collaborative communication style.
What is Zeely AI?
Zeely AI is an AI marketing platform designed for small businesses and marketing teams. The platform helps users create ad creatives, UGC videos, banners, and marketing campaigns using AI tools and automation.
According to the company, more than one million small businesses use its tools to simplify marketing workflows and improve campaign performance across Meta channels.
Possible Benefits
The company mentions several benefits and perks, including:
• Remote-first work environment
• Access to offices in Warsaw and Kyiv
• Paid time off and sick leave
• Financial support for private entrepreneurship matters
• Regular performance reviews and growth discussions
Job Highlight: Customer Success Quality Specialist
Zeely AI is looking for a Customer Success Quality Specialist to help maintain and improve customer communication standards across its support operations.
The role focuses heavily on quality assurance, coaching, reporting, and process improvement. You would review support conversations, evaluate quality metrics, and help agents improve through structured feedback and training.
Key Responsibilities
- Review Customer Interactions: Analyze chats, emails, comments, and other support communications
- Evaluate Quality: Assess tone, accuracy, compliance, and adherence to support standards
- Identify Issues: Spot recurring mistakes, process gaps, and customer experience problems
- QA Reporting: Complete QA scorecards and prepare weekly and monthly reports
- Coach Support Agents: Conduct 1:1 feedback and coaching sessions
- Support Training: Help onboard new agents and update training materials
- Analyze Trends: Track quality performance by agent, team, and support channel
- Collaborate With Leadership: Work with Team Leads and Support Management on process improvements
Qualifications
- Experience Requirements: 3+ years in QA or QC within customer support or contact center environments
- QA Knowledge: Experience with scorecards, quality frameworks, and support standards
- Metrics Familiarity: Understanding of CSAT, FRT, QA scores, refund rates, and escalation trends
- Language Skills: Upper-Intermediate English or higher
- Technical Skills: Experience using Zendesk, Intercom, or similar helpdesk systems
- Reporting Skills: Comfortable using Excel or Google Sheets for tracking and analysis
- Coaching Skills: Ability to provide structured and constructive feedback
- Communication Style: Empathetic, analytical, and collaborative
Preferred Qualifications
- Experience in SaaS or subscription-based businesses
- Experience handling billing, refunds, disputes, or retention support
- Experience building or scaling QA processes
- Experience helping onboard or train support agents
- Recruitment Process
- Recruiter Interview → Test Assignment → Final Interview → Reference Check → Job Offer
Closing Notes
This role appears focused on long-term quality improvement rather than simple ticket auditing. The company specifically mentions wanting someone who acts as a growth partner for the support team instead of a strict controller.
If you have strong customer support QA experience and enjoy coaching teams while improving systems and processes, this could be a solid remote opportunity to explore.
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