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.

Key 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