Manager of Support Operations
Denver, CO; New York, NY
User Operations – User Ops /
Full-time /
Hybrid
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
