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Quality-specialist seat evaluating AI agent behavior at scale — you're watching for hallucinations, looping, and escalation failures, then feeding that back to improve how agents perform.
We started Super.com to help maximize lives–both the lives of our customers and the lives of our team – so that everyone can experience all that life has to offer. For our employees, our promise is that Super.com is more than just a job; it’s an opportunity to unlock one’s potential, where learning is celebrated and impact is realized.
We are more than a fast-paced, high-growth tech company; we care about our people and take career progression seriously. This is your career, and our aim is to supercharge it through the people, the work, and the programs that fuel who we are.
Our mission is to make customer support easy, effective, and financially efficient. As AI support experiences continue to scale across chat and voice, maintaining high-quality customer interactions is critical to our success.
In this role, you will own the quality evaluation, operational auditing, and performance monitoring of our AI Agents across chat and voice channels. You will review customer interactions at scale to identify customer experience risks, escalation failures, policy gaps, conversational breakdowns, and opportunities to improve AI behavior.
You’ll work closely with Operations, Product, Engineering, and AI partners to ensure our AI Agents are resolving customer issues accurately, confidently, and consistently while protecting customer trust and driving CSAT improvements.
This is a unique opportunity to help define how AI Quality Assurance operates within Customer Support and directly influence the future of AI-powered customer experiences at Super.com.
This role is part of the newly formalized Automated Customer Experience (ACX) Team focused solely on the design, quality, performance, and optimization of our AI Agents. We believe Super.com Customer Support is positioned to lead the industry curve in AI Agent support coverage and capabilities.
This team works closely across multiple Operations sub-functions — including Business Operations, Technical Account Management, Engineering, QA, and Customer Experience teams.
Bonus points for:
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Super.com is an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Accommodations are available on request for candidates taking part in all aspects of the selection process.