Support Operations Analyst

About Quizlet:

At Quizlet, our mission is to help every learner achieve their outcomes in the most effective and delightful way. Our $1B+ learning platform serves tens of millions of students every month,  including two-thirds of U.S. high schoolers and half of U.S. college students, powering over 2 billion learning interactions monthly.

We blend cognitive science with machine learning to personalize and enhance the learning experience for students, professionals, and lifelong learners alike. We’re energized by the potential to power more learners through multiple approaches and various tools.

Let’s Build the Future of Learning

Join us to design and deliver AI-powered learning tools that scale across the world and unlock human potential.

About the Team:

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.

About the Role:

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.

We’re happy to share that this is an onsite position in our San Francisco office. To help foster team collaboration, we require that employees be in the office a minimum of three days per week: Monday, Wednesday, and Thursday and as needed by your manager or the company. We believe that this working environment facilitates increased work efficiency, team partnership, and supports growth as an employee and organization.

• 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

• 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

• Experience evaluating or implementing chatbot/automation vendors
• Familiarity with AI-driven support strategies and sentiment analysis
• Background in Help Center management and support content strategy

• 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 $110,000 - $140,000, 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 that we expect you to take!
• Competitive health, dental, and vision insurance (100% employee and 75% dependent PPO, Dental, 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, and Wellness benefits
• 40 hours of annual paid time off to participate in volunteer programs of choice

Why Join Quizlet?

 🌎 Massive reach: 60M+ users, 1B+ interactions per week

 🧠 Cutting-edge tech: Generative AI, adaptive learning, cognitive science

 📈 Strong momentum: Top-tier investors, sustainable business, real traction

 🎯 Mission-first: Work that makes a difference in people’s lives

 🤝 Inclusive culture: Committed to equity, diversity, and belonging

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:

At Quizlet, we’re excited about passionate people joining our team—even if you don’t check every box on the requirements list. We value unique perspectives and believe everyone has something meaningful to contribute. Our culture is all about taking initiative, learning through challenges, and striving for high-quality work while staying curious and open to new ideas. We believe in honest, respectful communication, thoughtful collaboration, and creating a supportive space where everyone can grow and succeed together.”

Quizlet’s success as an online learning community depends on a strong commitment to diversity, equity, and inclusion. 

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.