Manager of Support Operations

2 weeks ago

New York, New York, United States Quizlet Full time

About Quizlet:


Inspired by our belief that anyone can learn anything and powered by our own curiosity, we build the smartest tools we can imagine to help students learn.


Valued at $1 billion, Quizlet has raised over $60 million in venture capital from investors including Icon Ventures, Union Square Ventures, General Atlantic, Costanoa Ventures, Owl Ventures, and Altos Ventures.


To serve our global community of learners, our teams tackle lofty technical challenges and design for use cases across cultures and languages.

We work hard, act like owners, and collaborate every chance we get. We're energized by the potential to power more learners through multiple approaches and various tools.

About the Team:


The Quizlet User Operations team is all about creating an impactful user support experience, fine-tuning support options to ensure our learners and teachers find engaging content and get the help they need, whether through self-service or direct human support.

We're committed to continued improvement of resources to empower users to solve issues on their own, while always offering a pathway to meaningful connections with our support team.


Joining our team means becoming an integral part of a warm and enthusiastic group committed to turning Quizlet's support experience into something truly accessible, straightforward, and user-friendly.

Together, we're set to mold the future of Quizlet's User Operations, making sure our support channels remain a place where users not only find the help they need easily but also enjoy the process of discovering information at every turn of their knowledge-seeking journey.


About the Role:
As the Manager of Support Operations at Quizlet, you hold a central role in our pursuit of support excellence. You will act as the primary leader for Quizlet's outsourced support team.

You'll collaborate closely with our outsourcing vendor's leadership to propel high-quality performance across the queues and advocate for a seamless workflow integration throughout the User Operations organization.


The Manager of Support Operations role offers the unique opportunity for you to lead and execute on organizational key objectives.

We are seeking an execution-focused leader with a profound understanding of support operations.

Your mission is to harness this knowledge to drive operational efficiency, implementing scalable solutions, refining processes, and evaluating our systems comprehensively to ensure our tools and workflows are fully optimized.

This is a
hybrid role based out of our Denver or New York offices.

In this role, you will:

  • Design and execute comprehensive training and onboarding programs for both new and existing support agents. Your leadership will ensure these programs thoroughly prepare agents with the essential knowledge and skills for excellence in their roles, aligning with Quizlet's standards for user support and product knowledge
  • Drive performance and foster a culture focused on prioritizing the user experience, while creating an inspiring work environment
  • Offer continuous product and technical guidance, serving as an exemplary leader and the primary escalation point for the outsourced support team and related business areas. Your role will be crucial in maintaining a strong sense of accountability and ensuring user satisfaction
  • Be at the forefront of safeguarding our user experience during critical moments by participating in a carefully structured oncall schedule
  • Oversee queue operations to ensure efficient staffing levels and timely ticket responses. By working in tandem with the outsourced support team and User Operations leadership, you will prioritize tasks and maintain high service quality, making sure user inquiries are resolved quickly and efficiently
  • Utilize customer feedback and data insights to improve the overall user experience. Your focus on identifying coaching opportunities within the outsourced support team and advocating for a more positive product experience will play a vital role in elevating Quizlet's support value
  • Take the lead in identifying and optimizing support workflows, executing changes and improvements to enhance efficiency and uphold the highest standard operating procedures. You'll give particular attention to managing user inquiries, productrelated escalations, and overseeing other daytoday essential functions.
  • Work closely with departments across Quizlet, like Product Operations, Engineering, and Content Strategy, to prioritize bug fixes and influence the creation of messaging and Help Center articles. Your contributions will be key in addressing performance issues and incidents, ensuring a cohesive and effective approach to support across the organization

What you bring to the table:

  • 5-8+ years of experience in leadership roles within support operations or customer service, specifically in a SaaS or similar environment, is required. Additionally, experience in managing a support outsourcing partner

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