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QA Specialist — Customer Support (Costa Rica) at Owner.com. Remote Location: Remote - Colombia. About . Owner.com. Owner is the AI growth system for local restaurants.. Our AI continuously improves SEO, marketing, and online ordering to grow first-party orders. Unlike other companies that force small business owners to master their software to drive sales, Owner gives them a proven system run by experts.. Owner is like having an army of engineers and marketers on your side, just like the big chains.. Our vision. We’re starting by helping independent restaurants succeed online.. But it’s not just restaurants that need our help. Most local businesses are struggling with these same problems. Huge technology corporations are taking their customers, bleeding their profits, and making it hard for them to survive.. Once we nail the solution for restaurants – we’ll scale it into every other local business type.. In the future we envision, tens of millions of local business owners will use our technology to succeed in the digital age.. Read our Series C memo here →. Our traction. Since 2020, we've generated tens of millions in revenue and processed over half a billion dollars of online orders. 1 in 5 Americans have used an . Owner.com. website.. More importantly, we’ve helped over 20,000 restaurant owners, and saved them nearly $200 million in fees.. Our team. Our team is now in the low hundreds. We’ve got top talent from the most successful companies in SMB software, including: Shopify, HubSpot, DoorDash, ServiceTitan, Rappi, Faire and Stripe.. We’ll be scaling even faster in 2026 to keep pace with our customer growth.. Where we work. Owner is a remote-first, global company headquartered in San Francisco, with a sales hub in Toronto. For a few of our roles we prioritize in-person collaboration at one of our office locations. Most of our teammates are distributed throughout the globe. Please review the role description and discuss with your recruiter for more details on location.. Why we are looking for you. Owner.com. is on a mission to help independent restaurants grow — and our Support team is the front line of that promise. As we scale past 80 agents across Tier 1, Tier 2, Payments, and LATAM operations, we need someone who can hold the quality standard that keeps our customers' trust intact. The QA Specialist will own the evaluation of customer interactions across voice, email, and chat, surfacing coaching opportunities and systemic patterns that make our entire team better. In the near term, you'll build the evaluation cadence and calibration rhythm that this growing org needs. Long term, you'll be a key contributor to how we define quality at scale — including our rollout of AI-assisted QA tooling.. This role is 100% remote and can be based anywhere in Colombia, Costa Rica, or Mexico.. The impact you will have. Evaluate a weekly quota of agent interactions (calls, emails, SMS) against the QA rubric, delivering scored evaluations with specific, actionable written feedback. Identify performance trends across individual agents, teams, and contact types, and present findings to team leads in weekly reporting. Calibrate regularly with team leads, Support Manager, and Support Director to ensure consistent, fair scoring across all evaluators. Partner with team leads to connect QA findings to active coaching plans and agent development goals. Analyze CSAT verbatim feedback alongside QA notes to uncover root causes of customer dissatisfaction and surface recommendations. Flag systemic issues — policy gaps, knowledge gaps, workflow friction — surfaced through QA data, and bring them to the right stakeholders. Support the evaluation and rollout of AI-assisted QA tooling as we expand our program. Contribute to rubric development and maintenance as our products, policies, and customer needs evolve. Who you'll work with. Support Director — your direct manager; sets evaluation standards, rubric direction, and program strategy. Support Team Leads (Tier 1, Tier 2) — your primary partners for calibration, coaching handoffs, and performance conversations. Support Agents — the people whose interactions you'll evaluate and whose development your feedback directly shapes. Support Operations and Analytics — partners for data, reporting, and tooling (Assembled, Intercom, Salesforce). Customer Success and Product — cross-functional stakeholders when QA data surfaces broader product or policy issues. Minimum requirements. 2+ years in a customer support role, with at least 1 year in a QA, coaching, senior, or team lead capacity. Strong written communication skills — you write feedback that is direct, specific, and constructive. Comfort with data: you can read a performance dashboard, identify a trend, and communicate it clearly to a non-technical audience. Experience in a high-volume contact center environment, with phone support as a primary channel. Familiarity with contact center tooling (Salesforce, Intercom, or comparable CRM/ticketing platforms). A coaching mindset — you believe feedback drives growth and know how to deliver it in a way agents actually receive. Close attention to detail with the ability to evaluate interactions consistently at volume. Bilingual English/Spanish proficiency (preferred for LATAM team coverage). Experience with AI-assisted QA platforms such as CallMiner, Level AI, or MaestroQA (preferred). Pay and benefits. The estimated yearly compensation for this role is the local equivalent to $30,000 USD. Other benefits include comprehensive health coverage, remote work, WFH Stipend, unlimited PTO - plus extra fun perks!. 🚩 Notice - Employment Scams. Communication from our team regarding job opportunities will only be made by an Owner team member with an @owner.com email address.. We do not conduct interviews over email or chat platforms, and we will never ask you to provide personal or financial information such as your mailing address, social security number, credit card numbers or banking information. If you believe you are being contacted by scammer, please mark the communication as "phishing" or “spam” and do not respond.