User Operations Associate

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.

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 at Quizlet is dedicated to providing a world-class user support experience. Positioned at the center of the Quizlet user journey, we ensure that students and teachers receive timely, effective support—whether through self-service tools, automation, or direct interaction with our team. Our mission is to empower users to resolve issues independently while also providing meaningful connections when they need help.

We work closely with internal teams, external partners, and vendors to continuously refine our systems, processes, and workflows. Our goal is to eliminate inefficiencies, enhance our support infrastructure, and optimize the tools and resources that power our operations. From refining content in our Help Center to evolving automation, CRM infrastructure, and escalation workflows, we aim to improve efficiency, performance, coverage, and insights.

As a part of this team, you’ll play a key role in shaping the future of User Operations at Quizlet—ensuring seamless access to support, driving operational improvements, and helping redefine how users engage with our platform.

About the Role:

The User Operations Associate is a versatile role that requires strong organizational skills, communication, adaptability, and attention to detail. This cross-functional position spans various operational areas, supporting a wide range of initiatives, projects, and assignments across the User Operations functions.

In addition, you will play a key role in content management by owning process documentation, workflow mapping, and content development. Your contributions will ensure that front-line associates have the necessary macros, and resources to assist users effectively. Given the importance of clear and effective communication, strong writing skills are essential to develop high-quality documentation that enhances support interactions.

This role also offers opportunities to take ownership of impactful projects, such as analyzing CSAT survey sentiment to identify support improvements, developing new training programs for our front-line support team, and coordinating product release communications to ensure support readiness.

As a key member of the User Operations team, you will collaborate with cross-functional stakeholders, maintain and improve support process documentation, and drive operational efficiencies while keeping Quizlet’s users at the center of every decision.

We’re happy to share that this is an onsite position. To help foster team collaboration, we require that employees be in the office at a minimum of three days a 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:

• Own and maintain process documentation and workflow mapping, ensuring clarity, accessibility, and continuous improvement of support workflows, policies, and procedures
• Develop and optimize Zendesk macros while managing support-related content—including process documentation, workflows, and training resources—to enhance efficiency, consistency, and accuracy in user support interactions, ensuring alignment with operational needs
• Identify and implement process improvements, analyzing trends, inefficiencies, and opportunities to enhance support effectiveness
• Prioritize and track incoming requests, ensuring tasks are well-organized and aligned with business objectives
• Support training and enablement efforts, developing materials to onboard and educate front-line support associates

What you bring to the table:

• 2+ years of experience in operations, program management, content management, or customer support operations, with a strong focus on documentation, workflow improvements, and process optimization
• Experience developing macros, templates, and workflow enhancements to improve efficiency
• Ability to manage multiple projects, prioritize effectively, and work with data to identify trends, extract insights, and drive informed decision-making
• Exceptional verbal and written communication skills, with experience creating user-friendly support materials, training guides, and process documentation
• Proven ability to work with internal teams, external partners, and front-line support associates to drive operational excellence
• Comfortable navigating changing priorities, solving complex challenges, and working across functional areas in a fast-paced environment
•  A proactive approach with a commitment to continuous learning, efficiency, and enhancing the support experience

Bonus points if you have:

• Familiarity with Quizlet’s platform and products, with an understanding of how students and teachers engage with the platform
• Proficiency in customer support tools, particularly Zendesk (or similar platforms)
• Experience working in a fast-paced tech or SaaS environment, especially in user operations or customer support
• Experience collaborating with external vendors and support partners to optimize support processes and user experience

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 $55,000 - $70,000, 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
• 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

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!

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.