Manager of Support Operations

In this role, you will:

• Drive performance, foster a user-centric culture, and create an inspiring working environment in alignment with Quizlet's values and the User Operations Strategy & OKRs.
• Lead process optimization efforts by analyzing support workflows, recommending efficiency enhancements, and maintaining standard operating procedures, with particular emphasis on addressing product escalations, inquiries, and other critical functions.
• Provide continuous technical guidance, exceptional leadership, and serve as the primary escalation point for the outsourced support team and related business areas, ensuring a strong sense of accountability and user satisfaction.
• Enhance the overall user experience by analyzing feedback, using data insights for reports, and identifying coaching opportunities within the outsourced support team to maximize Quizlet's value
• Drive support excellence through tool evaluation and implementation, lead support channel expansion, and ensure strategic alignment with company goals, contributing to organizational success.
• Develop training and onboarding programs for new Agents and oversee queue management to ensure efficient staffing, timely ticket responses, and prioritization in collaboration with the outsourcing agency and Support Ops Leadership.
• Collaborate cross-functionally with teams, including Product Ops and Content Strategy, to prioritize bug fixes, provide guidance on messaging, and address Quizlet performance issues and incidents.


In this multifaceted role, you will help drive performance, cultivate a user-centric culture, and inspire an environment aligned with Quizlet's values and strategic objectives. Your leadership will empower the outsourced support team to excel, ensuring that we consistently deliver an exceptional user experience.

What you bring to the table:

• Proven track record in exceptional leadership, accountability, and cultivating high-performance cultures, with at least 5 years of experience in support operations or customer service leadership, ideally within a SaaS or similar technology setting
• You have a deep understanding of support operations, allowing you to spearhead organizational optimization, introduce scalable solutions, and streamline processes.
• You are proficient in standard support tools, ticketing systems, and CRMs, with a strong preference for Zendesk experience.
• You excel in developing training and onboarding programs, providing technical guidance, support, coaching, and training to support teams and related business areas.
• Your commitment to quality assurance ensures the consistent delivery of a high-quality user experience driven by data analysis and insights.
• You identify and implement tools and processes that enhance support speed and quality, staying at the forefront of industry best practices.
• Your ability to collaborate with various teams, such as Product Ops and Content Team, allows for seamless issue resolution and performance improvement.
• You leverage data, analytics, and insights to inform decision-making, enabling you to prepare performance reports and proactively identify opportunities for improvement.
• Your alignment with overall company goals and objectives, as well as your close collaboration with senior management, ensures that customer service plays a crucial role in the organization's success.

Bonus points if you have:

• Zendesk Suite Certification (i.e., Support Administrator Expert, Explore CX Analyst Expert, or App Developer I Expert)
• Fundamentals of Project Management Certification
• Customer Experience (CX) Management Fundamentals Certification

Compensation, Benefits & Perks:

• Quizlet is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Salary transparency helps to mitigate unfair hiring practices when it comes to discrimination and pay gaps. Total compensation for this role is market competitive, including a starting base salary of $90,000 - $135,000, depending on location and experience, as well as company stock options
• Collaborate with your manager and team to create a healthy work-life balance
• 20 vacation days (and we expect you to take them!)
• Competitive health, dental, and vision insurance (100% employee and 75% dependent PPO, HMO, VSP Choice)
• Employer-sponsored 401k plan with company match
• Access to LinkedIn Learning and other resources to support professional growth
• Paid Family Leave, FSA, HSA, Commuter benefits, Wellness benefits
• 40 hours of annual paid time off to participate in volunteer programs of choice