Support Operations Analyst at Quizlet

San Francisco, California, United States

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Not SpecifiedCompensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

EdTech, Education, TechnologyIndustries

Requirements

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 impact

Responsibilities

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

Skills

automation strategy

workflow design

data-driven insights

dashboards

AI optimization

chatbot performance

trust and safety

vendor management

stakeholder collaboration

Quizlet

Develops educational tools for students and teachers

About Quizlet

Quizlet develops educational tools designed to inspire and empower students and teachers. It serves over 60 million active users each month and is recognized as one of the top education apps available on iOS and Android. Quizlet's products include various learning tools that help users study and retain information effectively. The platform offers both free and premium subscription services, allowing users to access additional features and resources. Unlike many competitors, Quizlet has a large user base and a strong presence in the education technology market, which enhances its community and resource sharing. The company's goal is to create a significant global impact in education by providing accessible and effective learning solutions.

San Francisco, CaliforniaHeadquarters

2005Year Founded

$60.3MTotal Funding

SERIES_CCompany Stage

Consumer Software, EducationIndustries

501-1,000Employees

Benefits

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.

Risks

Increased competition from AI-driven platforms like Khan Academy and Duolingo.

Recent U.S. outage may decrease user trust and retention.

New CEO's strategic shifts could disrupt operations or alienate existing users.

Differentiation

Quizlet offers AI-powered features like Magic Notes and Memory Score for personalized learning.

The platform's gamification strategy includes features like Quizlet Challenge and Quizlet Learn.

Quizlet's Q-Chat beta feature aligns with the trend of conversational AI in education.

Upsides

Quizlet's new CEO, Beidler, may drive fresh strategic direction and innovation.

Intentional slowing of AI adoption focuses on quality, ensuring sustainable long-term growth.

AI-powered features enhance user engagement, potentially increasing retention and user base.

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