Enablement & QA Manager

About the role

Firstbase.io is on a mission to build an “All-In-One Company OS” to enable global founders to launch, operate and grow their businesses from Firstbase’s suite of products.

We are hiring an experienced Enablement and QA Manager as a critical part of our team to help us convert more leads, and coach the team to guide future clients to sign up with us.

Your goals will be:

• Organize and plan the learning path for all all Support and Business Operations team;

• Create and manage a Quality Assurance Program for the Customer Support Team and other areas of Firstbase operations

Top candidates for this position will have a natural desire to work with clients, be customer-obsessed, be comfortable managing an internal and external team, user empathy, and can maintain a calm demeanor in high-stress situations.

What's Firstbase.io?

Firstbase is building an all-in-one Company OS to help define how founders across the globe launch, manage, and grow their businesses.

More than ten thousand founders from over a hundred countries have used our incorporation product, Firstbase Start, to launch their startup. For many founders, "firstbase.io" has become what they type into their address bars when they think about incorporating a business.

We are backed by Y Combinator & our team, investors, and advisors include people from Apple, Gusto, Carta, Wise, Plaid, and many other great companies.

Why you should join

Our team is dedicated to building products & solving some of the startups' hardest problems, with particular focus on:

• Democratizing access to financial infrastructure
• Automating tasks every founder faces when running a business
• Making tools and resources more accessible to everyone, everywhere
• Building integrated solutions for founders and removing friction
• Delivering opportunity to traditionally overlooked founders and companies
• Democratizing access to knowledge

Join us on a mission to increase the number of growing companies.

Who are we looking for

We are looking for risk-takers with diverse experience able to provide fearless feedback.

You will have the following duties

• Define strategy of the operations training path
• Rebuild the onboarding training for all operations areas
• Improve the QA program of the customer support
• Create and update training materials, articles and macros for customer support team
• Coordinates or performs administrative functions necessary to deliver and document training programs.
• Evaluates effectiveness of training and development programs and utilizes relevant evaluation data to revise or recommend changes in instructional objectives and methods.
• Develop procedures, policies and standards for internal and external (BPO) public together with other ops managers
• Work with product and marketing with constant feedbacks to improve our products

You should meet the following requirements

• 3+ years of experience in training manager or QA
• Experience in providing customer support related to sales
• Excellent communication skills: collaborate effectively across internal teams and with external partners.
• Working knowledge of customer service software (Zendesk)
• High integrity and a customer-first mentality;
• Ability to think strategically and to lead
• Advanced troubleshooting and multi-tasking skills
• Strong client-facing and communication skills
• Self-starter mindset.
• Proficiency in English

Some perks you will enjoy

• Competitive salary & amazing equity package

We lean on some of the best market data to ensure that we offer the most competitive compensation.

• Hybrid work environment

We work both remotely & from our offices in New York City in São Paulo – optimizing for collaboration while providing flexibility to team members.

• PTO + birthday off

We offer flexibility to allow people to relax and recharge whenever they need it.

• Build your ideal work setup

We understand that how you work is extremely important, so we provide a stipend to set yourself up for success here at Firstbase.

• Health benefits

Firstbase offers health insurance reimbursements to both US and international team members.

• Learning & development

We provide a stipend together with resources to help people grow and develop in their careers

• Amazing quarterly bonuses

Every team member at Firstbase gets a bonus calculated based on personal KPIs and company growth.

If you think you’re unqualified or don’t meet all the requirements for this role, we encourage you to still apply. We celebrate diverse candidates, adjacent experiences, and simply put, good people who want to build great things. If that’s you, then we’d love to meet.