What are the responsibilities and job description for the Director of Customer Support & Quality Assurance position at Visibility Corporation?
About the Company:
Visibility Corporation develops, sells, implements, and supports Visibility, a leading ERP software solution designed for manufacturing and complex business environments. We pride ourselves on delivering high-quality software and exceptional customer experiences to our clients.
About the Role:
We are seeking a Director of Customer Support & Quality Assurance to join our team as a hands-on leader and individual contributor. This role is ideal for someone who thrives in both execution and strategy, owning customer support and QA processes today while growing into a leadership role overseeing both functions. You will play a critical role in ensuring customer satisfaction, improving product quality, and building scalable support and QA processes as the company grows.
Key Responsibilities:
Customer Support Leadership
- Manage and resolve customer support tickets using HubSpot
- Serve as an escalation point for complex technical and functional issues
- Analyze support trends and drive improvements in response time and resolution quality
- Develop and document support processes, SLAs, and best practices
- Partner with implementation and development teams to ensure customer success
Quality Assurance Ownership
- Lead QA efforts for ERP releases, enhancements, and bug fixes
- Design, execute, and improve QA testing processes and standards
- Collaborate with development teams to ensure high-quality releases
- Build and maintain test plans, test cases, and regression testing frameworks
- Use HubSpot (or integrated tools) to track QA issues and resolutions
Data & Systems Analysis
- Write and analyze SQL queries to troubleshoot issues and validate data integrity
- Investigate system behavior across ERP modules, especially financial components
- Use data insights to identify root causes and systemic improvements
Strategic Growth & Leadership
- Define the roadmap for scaling Customer Support & QA functions
- Recruit, mentor, and lead future Support and QA team members
- Establish KPIs and reporting for customer satisfaction and product quality
- Act as a cross-functional leader between Product, Engineering, and Customer Success
Required Qualifications:
- 7 years of experience in ERP support, QA, or related roles
- Strong hands-on experience with customer support systems (HubSpot preferred)
- Advanced SQL skills for troubleshooting, reporting, and data validation
- Solid understanding of financial accounting principles (GL, AP, AR, cost accounting, etc.)
- Experience supporting or testing ERP systems, ideally in manufacturing environments
- Proven ability to work as an individual contributor in a fast-paced environment
- Strong problem-solving and analytical skills
- Excellent communication skills with both technical and non-technical stakeholders
Preferred Qualifications:
- Experience building or scaling support and/or QA teams
- Familiarity with ERP software implementations
- Knowledge of software development lifecycle (SDLC) and QA methodologies
- Experience defining SLAs, KPIs, and support metrics
- Exposure to automation in QA or support workflows
Key Skills:
- Customer Support & Escalation Management
- Quality Assurance & Testing Strategy
- SQL & Data Analysis
- ERP Systems Expertise
- Financial/Accounting Knowledge
- Process Development & Optimization
- Cross-Functional Collaboration
- Leadership & Team Building (growth trajectory)
- Problem Solving & Root Cause Analysis
You'll be a good fit for this position if you can:
- Independently and quickly learn Visibility ERP.
- Understand business applications.
- Be a self-motivated team player ready to embrace working in our Beverly, MA office Monday through Thursday (Fridays can be remote). This is an in office position.
- Multi-task and function efficiently with very aggressive schedules/timelines.
- Apply technical and functional leading practices as applicable to each project.
Why Join Visibility Corporation?
- Opportunity to own and shape Support & QA functions
- Direct impact on customer satisfaction and product quality
- Growth path into a senior leadership role
- Work with a robust ERP platform in a specialized industry
- Work at a private family owned and operated company in business since 1988 with a proven history of profitability and employee satisfaction.
- Visibility offers unique incentive based compensation packages including unlimited bonus potential, a comprehensive benefits package, career development/training assistance and an innovative, entrepreneurial atmosphere.