Quality Assurance and Customer Support Manager

Do you like helping people have epic adventures and enjoy solving technical problems? Do you have an eye for detail and pride yourself in delivering a quality product you can stand behind? Come join the Outpost Campers team as our new Quality Assurance and Customer Support Manager.

Outpost Campers is a growing truck camper manufacturer producing premium, purpose-built campers for adventure-minded customers. The Quality Assurance and Customer Support Manager plays a key role in ensuring all of our customers receive a quality product built to our high standards, and that any post sale technical issues are resolved in a timely manner. As a member of a small team, this role also plays a major part in providing customer camper tutorials, assisting our sales team, and a diverse set of additional responsibilities required by a small and fast growing company.

Having great technical and interpersonal skills is key for a candidate to be successful in this role.

Outpost Campers Company Culture

Outpost Campers operates from five key cultural values that all team members are expected to exude:

1. Having a good attitude

2. Taking pride in your work

3. Being a continuous learner

4. Being a problem solver

5. Having a strong work ethic

Core Responsibilities:

Customer Success, Technical Support & Issue Resolution

• Serve as the primary point of contact for customers experiencing technical or product-related issues.
• Manage and prioritize all inbound technical support inquiries via phone, email, and ticketing system.
• Evaluate issues, troubleshoot effectively, and communicate clear corrective actions to customers.
• Coordinate and schedule repair or maintenance appointments at Outpost facilities or trusted partner facilities.
• When needed, perform hands-on diagnostic or repair work on customer campers.
• Ensure all customer issues are resolved end-to-end with empathy, communication, and a high standard of professionalism.
• Maintain accurate records of customer interactions, issue types, repairs performed, and follow-up actions.
• Identify recurring issue trends and collaborate with leadership to implement proactive solutions.
• Develop and refine troubleshooting documentation for both customers and internal teams.
• Maintain and update the internal customer support knowledge base.
• Provide input for revisions to user manuals, customer guides, and technical documentation.
• Continuously improve the customer support workflow, communication guidelines, and service standards.

Quality Assurance Management

• Conduct final inspections on all completed campers to ensure adherence to Outpost quality standards before delivery.
• Document assembly or installation errors and provide written recommendations for corrective action.
• Track component failures, recurring defects, or installation inconsistencies across production.
• Oversee and continuously update all Quality Assurance documentation, checklists, and inspection standards.
• Collaborate closely with the production team to address issues proactively and ensure corrective actions are implemented.
• Create internal documentation and processes to prevent frequently observed issues.
• Develop and maintain a database of quality trends, corrective actions, and long-term resolutions.
• Lead regular QA review meetings with leadership to discuss observations, trends, and improvement opportunities.
• Perform stress testing and real-world use testing of components and materials; document results for future design and maintenance guidelines.
• Coordinate with dealers and industry partners to capture feedback on commonly observed field issues and integrate that information into QA processes.
• Provide written analysis and recommendations to support design, production, and product improvements.

Customer-Facing Sales, Delivery & Communication Support

• Conduct new-customer hand-off tutorials, ensuring buyers fully understand their camper systems and usage guidelines.
• When needed, answer inbound sales calls, assist with lead qualification, and support customers through the sales process.
• Provide product demonstrations to prospective customers in person or via scheduled video calls.
• Represent Outpost Campers at trade shows, customer events, and industry gatherings.

General Business Support Duties

• Assist with general facility and grounds upkeep as needed.
• Support cross-departmental communication and help ensure seamless transitions between sales, production, QA, and customer support functions.
• Perform other duties as assigned to improve customer experience, enhance quality, or support the broader Outpost Campers team.

Outpost Campers operates Monday-Thursday, 7am-5pm (3 day weekends!). We also have a generous PTO policy, a company sponsored local gym membership, and all full-time employees qualify for a company sponsored health insurance plan after 60 days of employment.

Salary compensation for this role starts at $58,000.00 with pay raise opportunities after 6 months of employment.

Interested candidates must apply through Indeed with their resume and a brief cover letter outlining why they believe they're a good fit for this specific role. Any submissions without a cover letter will be automatically rejected.

Pay: $58,000.00 - $62,000.00 per year

Benefits:

• Employee discount
• Health insurance
• Paid time off

Work Location: In person

Salary : $58,000 - $62,000