Support Operations Analyst, Quizlet

• 3–5 years in operations, program management, or customer support ops, with experience leading end-to-end projects
• Technical and analytical expertise: familiarity with SQL, BigQuery, or BI tools; ability to design dashboards and analyze performance trends
• Automation execution: hands-on experience with chatbot platforms, ticketing systems (Zendesk or similar), and workflow optimization
• Process documentation & impact conversion: experience documenting workflows and turning qualitative findings into quantifiable impact metrics
• Strong organizational and communication skills: ability to write support content, document processes, and present insights clearly
• Cross-functional collaboration: proven ability to work with Product, Engineering, Legal, and external vendors
• Impact-driven mindset: track record of delivering measurable improvements in SLA, CSAT, containment, or cost efficiency

Desirable

• The User Operations team at Quizlet is dedicated to providing a world-class support experience
• Positioned at the center of the Quizlet user journey, we ensure students and teachers receive timely, effective support — whether through self-service tools, automation, or direct interaction with our team
• We partner closely with internal teams, external vendors, and cross-functional stakeholders to refine workflows, scale automation, monitor trust & safety, and build insights into user pain points
• From optimizing AI/chatbot performance to strengthening our Help Center and designing scalable workflows, we focus on operational excellence that puts users at the center
• The Support Operations Analyst is a cross-functional role that combines automation strategy, workflow design, and data-driven insights to improve Quizlet’s support experience at scale
• You’ll be at the heart of our support operations, partnering with vendors and internal stakeholders, building dashboards, and surfacing actionable insights to improve user experience
• Partner with vendors and internal stakeholders to optimize automation performance (chatbot containment, resolution quality, and efficiency)
• Redesign and document workflows: map and improve support processes across vendors, bots, and internal teams
• Develop reporting frameworks: build dashboards and metrics that connect support performance to business outcomes (e.g., SLA, CSAT, cost per resolution)
• Strengthen self-service: own Help Center strategy, ensuring content is structured, discoverable, and effective in reducing inbound volume
• Drive cross-functional readiness: collaborate with Product, Engineering, Legal, and Finance to ensure user support insights inform product launches and roadmap planning
• Surface user insights: analyze patterns in support interactions (chat, tickets, surveys) to surface actionable insights for Product and Ops