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.  

Quizlet is the popular, global learning platform and app that millions of students, teachers and everyday people use to study any subject imaginable for school, work or as part of their personal interests -- including two-thirds of high school students and half of all college students in the US. Combining cognitive science and machine learning, Quizlet guides students through adaptive study activities to confidently reach their learning goals. We’re on track to become the undisputed leader in user-generated learning content and engagement, at the scale of YouTube.  

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.

The Support Operations team at Quizlet plays a critical role in delivering exceptional user experience. We strive to create a user-centered culture by helping students and teachers to successfully use our products while working with our outsourced support organization to ensure efficient and effective service delivery. 

Our responsibilities include defining workflows, writing and improving user support processes and escalation paths, collecting and analyzing user support performance and delivery data, and taking action in response to it. 

We measure the impact of our contribution to the business by driving meaningful outcomes related to customer satisfaction (CSAT), support team response times and resolutions, product escalations and questions, and bug resolutions. By doing so, we enable the outsourced support team to do the best work of their lives and create an environment that puts our users first.

As the Support Operations Manager, you are responsible for driving the success of our direct support channels. You are a key leader on the User Operations team, ensuring that day-to-day support operations run smoothly and that we achieve our efficiency rates and operational goals. 

You lead Quizlet's outsourced support organization, working diligently with the leadership team to drive high performance (qualitative and quantitative) in the queues and compatibility of workflows across the User Operations organization.

As the Support Operations Manager, you leverage a data-driven approach to deliver operational excellence while employing effective soft skills to inspire and guide the team. Additionally, you obtain a deep understanding of the Quizlet product to help guide the Support Operations team's decision-making and strategies. You also bring a passion for developing efficient and scalable support solutions.

This is a hybrid role. While you are currently permitted to work remotely in Denver, New York, and the San Francisco Bay Area, you must remain able to work in the office as business needs dictate and as identified by your manager.

We work to create a holistic interview process, where both Quizlet and candidates have an opportunity to view what it would be like to work together, in exploring a mutually beneficial partnership.

We provide a transparent setting, that gives a comprehensive view of who we are!  

We hope you are excited about everything you read so far. We highly encourage you to apply for this position, even if you feel you do not meet all the requirements. Quizlet is always looking for amazing folks that believe in our mission and can contribute to our team in various ways - not merely candidates that fit a certain mold.

We have a bias for action, take initiative, and take pride in delivering results. We make informed decisions whenever possible but are unafraid to take calculated risks on great ideas to promote learning. We embrace challenges and see effort as the path to mastery. We’re constantly seeking opportunities to learn and we embrace curiosity. Quality matters at Quizlet, and we hold the bar high on everything we do.

 

We treat each other with honesty and respect, encourage vigorous debate, and seek critical feedback. We value diversity, humility, transparency, and collaboration as the best paths to our success — as individuals, as a team, and as a company.

Quizlet’s success as an online learning community depends on a strong commitment to diversity, equity, and inclusion. We are actively working to build a team that is representative of the diverse communities we serve, and an open, inclusive work environment where all employees can thrive. As an equal opportunity employer and a tech company committed to societal change, we welcome applicants from all backgrounds. Women, people of color, members of the LGBTQ+ community, individuals with disabilities, and veterans are strongly encouraged to apply. Come join us!

At this time Quizlet does not accept unsolicited agency resumes and/or profiles. 

Please do not forward unsolicited agency resumes to our website or to any Quizlet employee. Quizlet will not pay fees to any third-party agency or firm nor will it be responsible for any agency fees associated with unsolicited resumes. All unsolicited resumes received will be considered the property of Quizlet.