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Support Operations Manager
Confirmed live in the last 24 hours
San Francisco, CA, USA • New York, NY, USA • Denver, CO, USA
Experience Level
Desired Skills
Customer Service
  • 5+ years of experience in a leadership role for support operation or customer service team
  • Highly motivated and self-starter individual with a strong track record of achievements and both an obsession for rigorous work and a bias for action
  • Experience with a distributed workforce and fostering collaboration and inclusion between all locations and cross-functional teams
  • Analytical thinker who can derive insights from data to improve processes and training
  • Excellent organizational, problem-solving, and communication skills
  • Strong knowledge of customer service principles and practices
  • Ability to manage multiple projects simultaneously
  • Proficiency in Google Workspace and other relevant software
  • Leadership and team-building abilities
  • Ability to develop and implement policies and procedures
  • Zendesk experience is required
  • Help drive performance, user-centric culture, and an inspiring working environment aligned with Quizlet's values and the User Operations Strategy & OKRs
  • Provide outstanding leadership to the outsourced support team while driving high accountability
  • Build training and onboarding programs for new Agents and other future support operations hires
  • Provide ongoing technical guidance, support, coaching, and training to the outsourced support team and related business areas
  • Ensure the outsourced support team delivers a high-quality user experience through Customer Feedback analysis and Quality Experience review
  • Develop and maintain standard operating procedures for everyday situations (i.e., product escalations and product questions, amongst others)
  • Work with the outsourcing agency's Workforce Management and Leadership teams and Support Ops Leadership to ensure customer queues are effectively staffed to provide timely ticket responses (SLA) and prioritization as required
  • Be the point of escalation when an escalated user needs attention
  • Analyze support workflows and make suggestions to improve efficiency and effectiveness
  • Identify and implement tools that improve the speed and quality of the support provided to Quizlet users
  • Assist with the design and rollout of new support channels and service offerings
  • Collaborate with the broader User Operations team with a mindset of continuous process improvement, innovation, informed decision-making, and seamless communication
  • Interface with other adjacent teams (ex. - Product Ops, Content Team, and others) to follow up on bug fixes, advice on messaging, and other Quizlet performance issues and incidents
  • Leverage data, analytics, and insights to prepare performance reports on user and product behavior to proactively identify, advocate and execute ways to coach the internal teams and users on how to get the most value from Quizlet products and services and enhance the overall experience
  • Work closely with senior management to help customer service deliver on their components of overall company goals and objectives
Desired Qualifications
  • 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

201-500 employees

Learning platform
Company Overview
At Quizlet, they believe that anyone can learn anything. All it takes is a tenacious spirit, the right guidance, and the tools to see it through. They know that students are under more pressure than ever. It can leave them overwhelmed, be anxiety-producing and make it all too easy to burn out. It’s their job to give every student the tools and confidence to succeed, no matter what their motivation, or what they’re striving to achieve.
  • Shared financial success: Competitive salaries, stock options and a 401k that makes saving for retirement easy.
  • Competitive healthcare: Comprehensive health, dental, vision and disability plans for you and your family.
  • PTO and family benefits: Everyone gets four weeks of PTO. Our generous family leave plan has you covered when you welcome a new, little learner into your family.
  • Professional development: Learning never stops. Get reimbursed each year for professional development, and learn from the best with regular tech talks.
  • A welcoming workplace: Enjoy free lunch and dinner with great company. Benefit from adjustable desks and employee lounges while taking in amazing views of the Bay.
  • Commuter benefits: We don’t have a school bus, but we'll help cover your public transportation and parking. If you decide to work late, your ride home is on us as well.
Company Core Values
  • Help people learn
  • Act with urgency
  • Teach yourself something new
  • Be an owner
  • Be humble, candid and open