Quizlet
Manager of Support Operations
🇺🇸 Hybrid - CO
🕑 Full-Time
💰 $120,000 - $175,000
💻 Operations
🗓️ April 15th, 2024
Edtech SaaS ZendeskAbout 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.
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.
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.
Your execution is rooted in a data-driven approach that prioritizes operational excellence, paired with the practical application of soft skills to motivate, mentor, and influence cross-functional team members. You cultivate a profound understanding of the Quizlet product, enabling you to effectively steer the Support Operations team's decision-making and operations, fostering an environment where continuous improvement is not just encouraged but expected.
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 on-call 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, product-related escalations, and overseeing other day-to-day 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 is highly valued
- Proven track record in exceptional leadership and accountability, and in building high-performance cultures
- Proficiency in standard support tools, ticketing systems, and CRMs, with a strong preference for Zendesk experience
- Deep knowledge of support operations equipping you to spearhead organizational optimization, implement scalable solutions, and refine processes with precision, ensuring efficiency and effectiveness across all support interactions
- Excelling 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
- Ability to identify and implement processes that enhance support speed and quality, staying at the forefront of industry best practices
- Ability to collaborate with various teams, such as Product Ops and Content Team, allows for seamless issue resolution and performance improvement
- Deep knowledge leveraging 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 Support Administrator Expert Certification or similar
- Worked in EdTech or Traditional Education (i.e., teacher, instructor, or tutor)
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 $120,000 - $175,000, 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
We strive to make everyone feel comfortable and welcome!
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!
In Closing:
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!
To All Recruiters and Placement Agencies:
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.
