Director of Customer Support & Quality Assurance

About the Role

We are seeking a Director of Customer Support & Quality Assurance to join our team as a hands‑on leader and individual contributor. This role is ideal for someone who thrives in both execution and strategy, owning customer support and QA processes today while growing into a leadership role overseeing both functions. You will play a critical role in ensuring customer satisfaction, improving product quality, and building scalable support and QA processes as the company grows.

Key Responsibilities

• Manage and resolve customer support tickets using HubSpot
• Serve as an escalation point for complex technical and functional issues
• Analyze support trends and drive improvements in response time and resolution quality
• Develop and document support processes, SLAs, and best practices
• Partner with implementation and development teams to ensure customer success

Quality Assurance Ownership

• Lead QA efforts for ERP releases, enhancements, and bug fixes
• Design, execute, and improve QA testing processes and standards
• Collaborate with development teams to ensure high‑quality releases
• Build and maintain test plans, test cases, and regression testing frameworks
• Use HubSpot (or integrated tools) to track QA issues and resolutions

Data & Systems Analysis

• Write and analyze SQL queries to troubleshoot issues and validate data integrity
• Investigate system behavior across ERP modules, especially financial components
• Use data insights to identify root causes and systemic improvements

Strategic Growth & Leadership

• Define the roadmap for scaling Customer Support & QA functions
• Recruit, mentor, and lead future Support and QA team members
• Establish KPIs and reporting for customer satisfaction and product quality
• Act as a cross‑functional leader between Product, Engineering, and Customer Success

Required Qualifications

• 7+ years of experience in ERP support, QA, or related roles
• Strong hands‑on experience with customer support systems (HubSpot preferred)
• Advanced SQL skills for troubleshooting, reporting, and data validation
• Solid understanding of financial accounting principles (GL, AP, AR, cost accounting, etc.)
• Experience supporting or testing ERP systems, ideally in manufacturing environments
• Proven ability to work as an individual contributor in a fast‑paced environment
• Strong problem‑solving and analytical skills
• Excellent communication skills with both technical and non‑technical stakeholders

Preferred Qualifications

• Experience building or scaling support and/or QA teams
• Familiarity with ERP software implementations
• Knowledge of software development lifecycle (SDLC) and QA methodologies
• Experience defining SLAs, KPIs, and support metrics
• Exposure to automation in QA or support workflows

Key Skills

• Quality Assurance & Testing Strategy
• SQL & Data Analysis
• ERP Systems Expertise
• Process Development & Optimization
• Cross‑Functional Collaboration
• Leadership & Team Building (growth trajectory)
• Problem Solving & Root Cause Analysis

You'll be a good fit for this position if you can

• Independently and quickly learn Visibility ERP.
• Understand business applications.
• Be a self‑motivated team player ready to embrace working in our Beverly, MA office Monday through Thursday (Fridays can be remote). This is an in‑office position.
• Multi‑task and function efficiently with very aggressive schedules/timelines.
• Apply technical and functional leading practices as applicable to each project.

Why Join Visibility Corporation

• Opportunity to own and shape Support & QA functions
• Direct impact on customer satisfaction and product quality
• Growth path into a senior leadership role
• Work with a robust ERP platform in a specialized industry
• Work at a private family‑owned and operated company in business since 1988 with a proven history of profitability and employee satisfaction.
• Visibility offers unique incentive‑based compensation packages including unlimited bonus potential, a comprehensive benefits package, career development/training assistance and an innovative, entrepreneurial atmosphere.