About Quizlet:
Inspired by our belief that anyone can learn anything and powered by our own curiosity, we build the smartest tools we can imagine to help students learn.
Quizlet is the popular, global learning platform and app that millions of students, teachers and everyday people use to study any subject imaginable for school, work or as part of their personal interests -- including two-thirds of high school students and half of all college students in the US. Combining cognitive science and machine learning, Quizlet guides students through adaptive study activities to confidently reach their learning goals. We’re on track to become the undisputed leader in user-generated learning content and engagement, at the scale of YouTube.
Valued at $1 billion, Quizlet has raised over $60 million in venture capital from investors including Icon Ventures, Union Square Ventures, General Atlantic, Costanoa Ventures, Owl Ventures, and Altos Ventures.
To serve our global community of learners, our teams tackle lofty technical challenges and design for use cases across cultures and languages. We work hard, act like owners, and collaborate every chance we get. We’re energized by the potential to power more learners through multiple approaches and various tools.
About the Team:
The User Operations team's mission is to understand, support, and represent the students and teachers who rely on Quizlet. User Operations is positioned at the center of the Quizlet user experience and is responsible for successfully helping students and teachers use our products.
We work in close partnership with various Quizlet internal and external teams and vendors as we strive to provide excellent support outcomes for our users.
The primary responsibility of the User Operations organization is to create an environment where our outsourced support agency and internal teams do the best work of their lives. Removing any potential distractions or delays caused by tooling, processes, or logistical problems - and place Quizlet's users at the forefront of everything we do.
The User Operations organization provides and delivers strategic and tactical support in areas such as:
1. Documenting and improving internal and external support content and materials
2. Creating and defining support workflows, including internal and external escalation paths
3. Collecting and analyzing user support performance and delivery data, taking action on insights, and reporting back to the broader organization
4. Measuring and improving overall user experience through CSAT, Support Team Response Times, Resolutions, Product Escalations, Bugs, and more
About the Role:
As the User Operations Analyst, you are responsible for driving the success of our direct support channels (i.e., Zendesk, Help Center, etc.). You are a vital contributor to the User Operations team, ensuring that day-to-day user operations run smoothly and that we achieve our efficiency rates and operational goals.
You partner with Quizlet's user support outsourcing agency, working diligently with their leadership team to deliver on critical measures of success, both qualitative and quantitative.
Your primary focus is to work alongside our user support outsourcing agency to help them ensure compliance with our processes and programs and measure the effectiveness of our internal teams' delivery.
The User Operations Analyst is a highly self-motivated, organized, detailed-oriented, and curious individual who enjoys digging into data to identify improvement opportunities across the many areas of our User Operations organization.
In this role, you will:
- Help drive performance, user-centric culture, and an inspiring environment aligned with Quizlet's User Operations Strategy & OKRs
- Enforce support policies, procedures, and processes and make suggestions to improve efficiency and effectiveness
- Ensure the user support outsourcing agency delivers a high-quality user experience by conducting quality reviews with leadership, measuring agent output, assessing process compliance, and other day-to-day tasks
- Lead regular meetings with the support agency to effectively cascade messaging and communicate critical business and team updates
- Leverage a data-driven approach to assist our user support operations and self-service teams; reporting trends and bringing alignment across the various functions in the User Operations organization
- Develop and maintain metrics reports within our Zendesk ticketing system
- Develop and implement Quality Assurance programs to drive accountability and visibility across our support organization
- Actively support and help embed the deployment of new bodies of work and programs
- Continuously promote Quizlet's values - Help students learn, Be curious, Move with a purpose, Be an owner, and Be tough on ideas
What you bring to the table:
- 2+ years of experience as a program management specialist or in an operations or project management-focused role
- Ability to effectively communicate with diverse audiences (both written and verbal)
- Familiarity with working on high-impact tasks and assignments
- A high-level understanding of customer support best practices
- Self-motivated with a positive "can-do" attitude and accustomed to juggling a changing workload.
- Able to work in an agile environment and adapt to the changing and morphing nature of the role
- A desire to collaborate and support other teams in their work
- Experience building scalable ways of working rooted in data-driven decision-making that increase efficiency
- Experience preparing and delivering meaningful training experiences
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 $60,000 - $83,000, 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
- Professional Development stipend (teach yourself something new)
- Paid Family Leave, FSA, HSA, Commuter benefits, Wellness benefits
- 40 hours of annual paid time off to participate in volunteer programs of choice
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:
We hope you are excited about everything you read so far. We highly encourage you to apply for this position, even if you feel you do not meet all the requirements. Quizlet is always looking for amazing folks that believe in our mission and can contribute to our team in various ways - not merely candidates that fit a certain mold.
We have a bias for action, take initiative, and take pride in delivering results. We make informed decisions whenever possible but are unafraid to take calculated risks on great ideas to promote learning. We embrace challenges and see effort as the path to mastery. We’re constantly seeking opportunities to learn and we embrace curiosity. Quality matters at Quizlet, and we hold the bar high on everything we do.
We treat each other with honesty and respect, encourage vigorous debate, and seek critical feedback. We value diversity, humility, transparency, and collaboration as the best paths to our success — as individuals, as a team, and as a company.
Quizlet’s success as an online learning community depends on a strong commitment to diversity, equity, and inclusion. We are actively working to build a team that is representative of the diverse communities we serve, and an open, inclusive work environment where all employees can thrive. 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!
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