Quality Assurance Engineer, Manual

About Kustomer

Kustomer is the industry leading conversational CRM platform perfecting every customer experience. Built with intelligent tools such as AI and Automation, no code-configuration and a connected data platform that unifies data from multiple sources through a single timeline, Kustomer empowers businesses to operate with greater efficiency and deliver more personalized service to customers across any channel, making every interaction more meaningful and memorable. Today, Kustomer is the core platform for leading brands like Abercrombie, Nuts.com, Skims, Turo, Priceline and Sweetgreen.

Kustomer was founded in 2015 by serial entrepreneurs Brad Birnbaum and Jeremy Suriel and has raised over $200M in funding backed by leading VCs. Meta announced its intention to acquire Kustomer in 2020 and completed the transaction in 2022. Kustomer joined Meta’s Business Messaging Group to transform the way people and businesses communicate through modern messaging channels. In 2023, Kustomer spun out from Meta as a standalone company backed by original partners, Battery, Redpoint and Boldstart Ventures, who have invested $60M in capital, ensuring Kustomer’s growth and success for many years to come. 

Our Krew is made up of passionate and collaborative people who really care about what they do and the people they help. We look for people who are dedicated to enhancing the customer service experience for everyone involved, as it's the core of what we do. We're growing our business with no plans of slowing down. We actively seek individuals who want to learn and be challenged every day. Kustomer has a strong NYC presence and is also a remote friendly company, with Krew members located throughout the US. We believe in togetherness to help foster strong relationships, collaboration and communication, and our Krew gets together for Kamp Kustomer each year.

About the Role

As a Manual Quality Assurance (QA) Engineer, you will take ownership of all manual QA processes for our web application. You’ll be responsible for defining, executing, and iterating on test cases to ensure our platform performs as expected, especially under significant traffic and data volume. In addition to structured testing, you will be expected to conduct ad-hoc exploratory testing to uncover unexpected issues, as well as boundary testing to validate system limits and ensure robustness. You’ll collaborate closely with product owners and engineers to design test strategies that align with the user experience and business goals. This role requires a sharp eye for detail, a proactive approach to testing, and the ability to communicate effectively across teams.

What You’ll Do:

• Conduct thorough manual testing of our web application to identify defects before production

• Develop and refine detailed test cases based on product requirements and user scenarios

• Set up data for comprehensive testing across different use cases, including edge cases and high-volume data sets

• Collaborate with product owners and engineers to understand the features, functionality, and expected user experience

• Iterate on testing strategies to accommodate new features and evolving business needs

• Maintain detailed documentation of test results, defect reports, and test case iterations

• Suggest and potentially implement new testing tools, working within or beyond JIRA as needed

• Participate in cross-functional meetings to stay up-to-date on product roadmaps and ensure the testing strategy aligns with overall business objectives

Your qualifications:

• Proven experience in manual testing of SaaS web applications, e-commerce, or high-traffic sites

• Deep understanding of the full lifecycle of manual testing, from test case design to defect reporting

• Excellent attention to detail, capable of identifying edge cases and small discrepancies that could impact user experience

• Experience testing applications that handle large volumes of data and/or search results

• Effective communication skills that enable you to collaborate with product teams and explain testing strategies

• Ability to work independently, proactively solve problems, and iterate quickly based on test results.

• Experience with JIRA or similar project management and bug-tracking tools

• Strong problem-solving skills with the ability to reproduce and troubleshoot complex issues across multiple environments

Nice to Haves:

• Domain experience in customer service platforms or other high-scale, revenue-impacting web applications

• Experience with performance testing tools and methodologies (e.g., LoadRunner, JMeter) for large-scale applications

• Familiarity with API testing and tools like Postman or SoapUI

• Experience with test automation frameworks and knowledge of how automation can complement manual testing efforts

• Understanding of security testing concepts, including common web vulnerabilities (e.g., SQL injection, XSS)

• Background in testing across multiple browsers and devices to ensure cross-platform compatibility.

• Familiarity with SQL and database testing for validating data integrity and accuracy

• Knowledge of version control systems (e.g., Git) and CI/CD pipelines for integrating QA into development workflows

• Prior experience working in Agile or Scrum environments, collaborating closely with product teams on sprint cycles

• Understanding of UX/UI principles and how they impact testing strategies, particularly for user-facing features

• Familiarity with end-to-end testing tools such as Selenium or Playwright

#LI-Hybrid

HIPAA Compliance

All roles at Kustomer may involve handling sensitive personal data.

Benefits

Kustomer offers an array of benefits including competitive salaries, stock options, 100% healthcare coverage, 401K, WiFi and Mobile reimbursement, and a generous vacation policy.

Diversity & Inclusion at Kustomer

Kustomer is committed to bringing together individuals from different backgrounds and perspectives.

We strive to create an inclusive environment where everyone can thrive, feel a sense of belonging, and do great work together.We are proud to be an equal opportunity employer open to all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, Veteran status, or any other legally protected status.

Disclaimer: Kustomer only contacts candidates from company email addresses ending in kustomer.com and does not seek funds from candidates in any circumstances.