Services Quality Team Lead

Описание вакансии

Mark43 is approved to hire in Canada, the UK, and 36 U.S. states, including Alabama, Arizona, California (excluding San Francisco), Colorado, Connecticut, Washington D.C., Florida, Georgia, Iowa, Idaho, Illinois, Indiana, Kansas, Massachusetts, Maryland, Maine, Michigan, Minnesota, Missouri, North Carolina, Nebraska, New Hampshire, New Jersey, New Mexico, New York, Ohio, Oklahoma, Oregon, Pennsylvania, South Carolina, Tennessee, Texas, Utah, Virginia, Vermont, Washington, Wisconsin, and West Virginia. Before applying to a remote role, please ensure that you are able to perform the position in one of the states listed above. State locations and specifics are subject to change as our hiring requirements shift. 

Applicants must be authorized to work for any employer in the country in which the role is being hired. We are unable to sponsor or take over sponsorship of an employment visa at this time.

Mark43’s mission is to empower communities and their governments with new technologies that improve the safety and quality of life for all. We build powerful, scalable, and elegant software that sets a new standard for the tools upon which our first responders rely. Our users are diverse, and we are therefore committed to embracing diversity of thought and experience within our team.

We are looking for a Service Quality Team Lead to join our Customer Success team. In this role, you will guide and support a team of Service Quality Engineers, helping them grow while ensuring the quality and reliability of Mark43’s products. You will partner closely with Engineering and cross-functional teams to define how we test, validate, and continuously improve our RMS and CAD platforms.

This role is an opportunity to shape how service quality is delivered at scale. You will create the frameworks, tooling, and training that enable your team to consistently deliver high-quality outcomes, while also mentoring team members as they develop their technical and professional skills.

What You’ll Do

If you were part of our team, here are some things you would have done last week:

• Developed and refined testing scripts and quality rubrics used to validate RMS and CAD functionality
• Partnered with Engineering to review defects, clarify expected behavior, and ensure timely resolution of issues
• Guided Service Quality Engineers through test execution, helping them interpret results and improve their approach
• Created and delivered training materials to strengthen team capabilities across manual and automated testing
• Translated technical documentation into actionable test scenarios that validate system performance across web, mobile, and API layers

What You’ll Need

We’re looking for a Service Quality Team Lead with 4 to 5 years of experience executing test scenarios, evaluating results, and working closely with Engineering teams to resolve issues. This experience is critical because the role requires both hands-on testing expertise and the ability to guide others in producing high-quality, reliable outcomes.

In addition, you should have at least 2 years of experience developing test scenarios using modern testing tools across web and mobile applications, as well as API endpoints. This ensures you can build scalable and effective testing frameworks that support a growing product suite.

People who thrive on our team also tend to share the following characteristics:

• Strong coaching instincts, with the ability to mentor and support team members without formal people management responsibilities
• Clear and effective communication skills, with the ability to collaborate across technical and non-technical teams
• Comfort working with technical documentation and translating it into both automated and manual test scenarios
• Humble, open, and curious, with a desire to continuously improve both systems and team practices

Location

Our team is remote-friendly across the United States. This role requires U.S. citizenship and the ability to pass background checks for federal agencies. Some travel may be required based on customer or project needs.

Our Privacy Notice describes how Mark43 uses and protects the personal information of prospective employees during the recruitment process. It informs you about our handling of the personal information you provide to us when you apply for a position in our organization and in general when you express your interest in joining our team.

As a part of Mark43's security measures all employees must: Engage in appropriate use of the company's electronic information resources; Become knowledgeable about and follow relevant security policies and guidelines; Protect the resources under their control, such as passwords, computers, and data that they create, receive, or download; and Promptly report security-related incidents and violations, and responding to official reports of security incidents involving their systems or accounts.

Mark43 is committed to the full inclusion of all qualified individuals. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. As part of this commitment, we will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed, please email recruiting@Mark43.com requesting the accommodation.