Technical Support Quality Assurance Officer

Sumsub is a leading full-cycle verification platform that enables scalable compliance. From identity and business verification to ongoing monitoring, our platform adapts to different risk appetites and market demands, ensuring global compliance. It allows customizing analytics and workflows with a no-code interface.

Over 4,000 clients — including Bitpanda, Wirex, Avis, Bybit, Vodafone, Duolingo, Kaizen Gaming, and TransferGo — trust Sumsub to accelerate growth, prevent fraud, and maintain compliance worldwide.

Now we are looking for a Technical Support Quality Assurance Officer to evaluate and continuously improve the quality of technical support interactions. This role is an exciting opportunity to play a key role in elevating both customer experience and team performance.

What You Will Be Doing:

• Performing quality evaluations of support tickets and calls using internal scorecards.

• Ensuring agents follow technical troubleshooting standards, workflows, and best practices.

• Analyzing client-reported problems and collaborating with the business team on action plans.

• Identifying gaps in processes and contributing to improvements in tooling, workflow, and documentation

About You:

• Experience in Technical Support, Support Quality Assurance Officer, or related roles (within B2B SaaS, FinTech, or RegTech environments).

• Understanding of web technologies, including networking basics, API requests, logs, and hands-on experience with API debugging tools (e.g., Postman).

• Troubleshooting skills using browser developer tools (Network/Console) with basic SQL knowledge as a plus.

• Experience with QA frameworks and tools, such as COPC® standards and quality evaluation platforms (e.g., Zendesk QA, Klaus, or similar).

• Proficient in English (upper-intermediate or higher) & capable of delivering clear, structured, and actionable feedback.

• Strong customer-oriented attitude, commitment to high support standards, and ability to stay calm and effective when handling complex cases.

What We Offer:

• Remote-first, trust-based culture. Work from the place that works best for you. No mandatory office days, no attendance trackers. In some locations, we provide offices or coworking spaces, but the choice is yours.

• True flexibility. We do not fix you to a 9-to-5 schedule. You can adjust your working hours when needed, as long as your day stays productive and in sync with the team.

• Extra time off. Your birthday is a holiday here. Add to that 10 personal days each year, seven sick days without paperwork, and extra time to enjoy Christmas and New Year. Time to rest is part of the deal.

• Work that matters. Our mission is to build a digital world that is secure, accessible and inclusive for everyone. From fighting fraud to making online services easier and safer to use, your work will have a real impact on how people experience trust online.

• Compensation. We offer fair and transparent pay, benchmarked to the market.

• Truly global. We work across continents and time zones, with teammates and customers from all over the world. You will run campaigns that cross borders, cultures, and languages, and see your ideas land worldwide.

• Growth built in. Clear goals, open feedback and personal development plans. We support your progress with learning opportunities and by covering role-specific events, from design conferences to marketing forums.

• Team offsites. Sometimes just Slack is not enough. That is why we meet in person a few times a year. Trips are fully covered, so you can meet, collaborate, and recharge together.

• Getting you set up. We make sure you have access to the tools and hardware you need to do your work well.

• Friendly by design. Our logo is a dog for a reason. We keep things human, open and kind. We welcome individuality, quirks and different perspectives, because that is what makes our work smarter and more fun.

The hiring stages: TA screening -> Hiring Manager Interview -> Final Interview.

Sounds like a great opportunity for your career development? Then go ahead and apply!

We are a global community of innovators, creators, and thinkers, and we believe that diversity fuels our innovation. Sumsub is proud to be an equal opportunity employer, committed to building a diverse and inclusive workforce. We welcome applications from people of all backgrounds, cultures, genders, experiences, abilities and perspectives. Join us in shaping the future inclusively.