Quality Assurance Lead

Ship Sticks is a simple solution for shipping golf clubs for travelers who want to take on courses around the world without the hassle of lugging their clubs through the airport.

Founded in 2011, Ship Sticks aims to grow the game by opening up the golf travel experience in a cost-effective, easy-to-use way. The company’s partnerships with major delivery carriers including UPS, Fed Ex and DHL, as well as premier golf resorts, keep costs down while sending golf clubs quickly and safely. Once a traveler schedules a shipment online, Ship Sticks picks up the golf clubs, provides complimentary insurance, and guarantees on-time delivery at hotels and golf destinations worldwide.

Headquartered in Palm Beach Gardens, Florida, Ship Sticks operates seven days a week providing customer service. The company has direct partnerships with thousands of courses worldwide, including 80 percent of Golfweek’s Top 400 Golf Courses, Country Clubs, and Resorts. Profiled in Forbes, Golf Digest, CNBC and more.

Position Overview

The QA Lead owns quality assurance across our entire support floor, approximately 60 agents spanning Tier 1 (domestic and offshore), Concierge, Tier 2, Investigations, Claims, International, and Account Management. This role exists to turn quality from something we react to after a bad review into something proactively and consistently managed.

The QA Lead builds and maintains evaluation scorecards, runs a standing review cadence, analyzes CSAT and QA data for root-cause trends, delivers coaching and training, and serves as the connective tissue between the quality signals we already collect and the tools we already own. The role reports directly to the Director of Customer Support, with weekly reporting and accountability conversations with the Customer Support Manager and a monthly summary to leadership.

The ideal candidate brings a sharp eye for process and detail, the communication skills to coach constructively rather than punitively, and the judgment to prioritize what matters most, especially on high-stakes VIP and Concierge interactions where our premier partner relationships are on the line.

Key Responsibilities

• Run a standing, consistent cadence of ticket and call quality evaluations across all teams
• Own and actively manage the Zendesk QA Surveys Dashboard, and track CSAT and QA trends by agent, team, and tag against a set feedback target
• Take ownership of the monthly C-Sat Review and conduct weekly reviews of Bad-rated tickets with comments to identify root causes, rather than relying on ad hoc pulls
• Deliver 1:1 coaching sessions off review findings, in partnership with Customer Support Manager
• Fast-track review of Concierge and premier-partner tickets to prevent churn risk
• Build and maintain reference materials, that evolve with new findings
• Feed quality findings into small-group and 1:1 training plans
• Deliver weekly reports and accountability check-ins with the Customer Support Manager, and a monthly summary to leadership
• Build on the monthly C-Sat Review into a recurring root-cause reporting cadence and present trends to leadership
• Design and pilot AI-assisted review workflows, using Zendesk QA's AI to flag likely-problem conversations and Claude to analyze the flagged set, and test and calibrate AI grading accuracy before relying on it
• Partner with leadership to evaluate and pilot automation for flagging or escalating tickets that indicate a process breakdown
• Build and run a formal calibration process with supervisors to keep QA scoring consistent as the team grows
• Design and maintain blended QA agent scorecards, including group-specific scorecards built alongside Department Managers around each group’s focus and measures of success
• Transition from a consistent baseline review cadence for…