Support Operations Analyst
About The Position
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. In this role, you will: 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
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 improvements in SLA, CSAT, containment, or cost efficiency
Nice To Haves
- 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
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
Benefits
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Industry
Educational Services
Education Level
No Education Listed
Number of Employees
251-500 employees
