Manager, Customer & Ecosystem Operations

About Us
QuillBot was founded in 2017 with a mission to help students and professionals—especially those learning English—strengthen their writing. Today, we help over 56 million people around the world create great things. Whether you're writing, designing, coding, or collaborating, QuillBot is a place where anyone can create at the speed of thought. Our AI-powered tools help you think clearly, communicate effectively, and create beautifully—across every platform, in any format, at any skill level. If you're passionate about using technology to make the path from inspiration to execution more accessible, intentional, and relevant, come join us.

Role Overview
The Manager, Customer & Ecosystem Operations, will be a hybrid operator and builder that is focused on driving both customer success and business development across QuillBot, Scribbr, and LanguageTool. This hybrid “player/coach” role involves hands-on management of customer support operations, direct engagement with customers, and strategic oversight of a cross-functional team, as well as leading business growth initiatives such as SEO/GEO optimization (link building), partnerships, and account management.

Responsibilities

• Customer Success Operational Management – 50% (QuillBot & LanguageTool)
  • Act as a player/coach, managing a team of Customer Success Specialists, while also personally handling high-impact customer tickets and escalations.
  • Oversee daily ticket operations, ensuring timely and high-quality responses and resolution rates.
  • Analyze customer feedback and usage trends to identify recurring issues and areas for product improvement.
  • Implement scalable processes to improve response efficiency, customer satisfaction (CSAT), and Net Promoter Score (NPS).
  • Develop and deliver customer-facing resources (help center content, FAQs, onboarding materials) to reduce friction and support self-service.
  • Monitor and report on key success metrics such as: ticket resolution time, satisfaction ratings, retention, and engagement.
• Backlinking & SEO Collaboration – 50% (QuillBot, Scribbr, LanguageTool)
• Coordinate with SEO and business development teams to identify and execute a comprehensive partnership strategy  that enhances the visibility and authority for QuillBot, Scribbr, and LanguageTool.
• Design and negotiate mutually beneficial partnership agreements, pilot programs, and collaborative initiatives that drive product exposure and traction across both educational institutes and enterprises.
• Implement a backlinking strategy designed to boost the company’s SEO and GEO, in sync with the SEO team. Track backlink performance metrics and communicate results to marketing stakeholders.
• Track backlink performance metrics and communicate results to marketing stakeholders.
• Support relationship management with partner sites, publications, and content creators.

Qualifications

• 5+ years of experience in operations roles across sales or CS functions. 
• Proven success leading, operating, and coaching global, remote-first teams across several time zones. 
• Deep experience supporting operations as an individual contributor (e.g., sales operations, strategy operations, marketing operations). 
• Track record of building and scaling revenue operations functions in high-growth B2C  SaaS environments (ideally with experience in B2B as well).
• Strong analytical, strategic thinking, and problem-solving skills with the ability to work across qualitative and quantitative data to understand user sentiment, values, and behaviors to enable identification of opportunities to drive product, marketing, and GTM adjustments 

Benefits & Perks

• Competitive salary and annual bonus
• Pension plan through the Zwitserleven Pension Fund
• A minimum of 33 days paid time off (including 7 public holidays and a day off on your birthday)
• A yearly personal development budget of €500
• Free consultations at OpenUp
• Discount and extra credits on a ClassPass monthly subscription
• A remote-friendly culture including working abroad for up to 3 months
• The flexibility to work from home, including a monthly working from home allowance of €60 per month
• Parenthood: minimum of 6 weeks fully paid partner leave & 16 weeks fully paid maternity leave
• Travel allowance: (NS business card or kilometre allowance of €0.23/km)
• Healthy lunch and snacks at the office
• Employee referral program
• Premium access to QuillBot & LanguageTooler

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