Director of Customer Success and Quality Assurance

Job Position:
Customer Service

Location:

Norwalk, CT 06854

Description:

Norwalk, CT and/or Remote
Temp to Perm Director of Customer Success and Quality Assurance

Hiring:
Immediately (June 2026)
Salary:
Depends on Experience

A new tax technology firm dedicated to making transaction tax compliance easier and fundamentally better is looking to hire a temp to perm Director of Customer Success and Quality Assurance. We are looking for bright, energetic, and creative team players eager to build beautiful software for good purposes.

Summary:

We are looking for a highly skilled and experienced customer success leader to join our dynamic team and build our Customer Success organization, including researching and specifying tools, platforms, and policies. The ideal candidate should have extensive experience with sales and support platforms in production/customer-facing environments using various cloud-based systems.

What You'll Own (and Make Better Every Day):
Be the voice, champion, and occasional firefighter for our customers-making sure they win early and often
Build, lead, and inspire a scrappy Customer Success + QA team (initially, just you) that loves ownership and hates mediocrity
Design customer journeys that feel intentional, delightful, and scalable-from onboarding to renewal

Role:
Director of Customer Success and Quality Assurance
Set the bar for quality across every customer touchpoint (and raise it constantly)
Turn customer feedback, bugs, and "that was weird..." moments into actionable insights and improvements
Own customer health, retention, and happiness metrics-and move them in the right direction
Partner closely with Product Development and Sales (soon) to close feedback loops fast
Create playbooks, processes, and guardrails that bring order without killing speed
Lead root-cause analysis when things break-and make sure they don't break the same way twice
Obsess over continuous improvement, accountability, and delivering customer experience we're proud of

Experience:

Minimum 10 years, but flexible based on prior experience.

Additional

Skills:

Experience with Zendesk as an agent, but also as an administrator, is critically important for this role.

Experience with other platforms, including Git Hub and Shortcut will be helpful.
Excellent analytical and multitasking skills.
Collaborative team member with leadership abilities.
Excellent communication and interpersonal skills.
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