Support Operations Manager (12 Month Fixed-Term)

Linktree • Los Angeles, CA

1d • Remote

About The Position

Linktree is hiring a Support Operations Manager for a 12-month fixed-term role. The manager will own the systems, processes, and data behind support for more than 70 million Linktree users, and will improve the operation’s speed, effectiveness, and scalability. The role partners with Customer Support leadership, Product, Engineering, Trust & Safety, vendors, and BPO leaders to design and improve how support work flows across human and AI channels.

The position oversees BPO delivery, capacity and workforce planning, support workflows and service levels, AI and automation performance, reporting and operational insights, quality assurance, incident response, and support tooling. It also involves documenting playbooks and handover processes so that improvements can be sustained beyond the fixed-term engagement. The role is based in the San Francisco or Los Angeles area, with fully remote or hybrid work options.

Linktree describes itself as a global team on a mission to help people curate, grow, and monetize their digital universe. The company offers a compensation package including cash, equity, and benefits. The targeted base salary for this role in San Francisco and Los Angeles is $175,000–$185,000; final offers may vary based on location, experience, expertise, and role scope.

Requirements

• 5–7 years of experience in support operations, CX operations, or a related field, including leading operational programs at a high-growth technology or consumer company.
• Deep expertise in support metrics, workforce management, and capacity planning, with a track record of efficiently meeting service levels at scale.
• Hands-on experience administering support platforms such as Zendesk, Intercom, Salesforce Service Cloud, or similar, and building workflows, routing, and automations.
• Proven results deploying AI or automation in support, such as self-service, bots, or agent assist, with measurable impact on deflection, speed, or quality.
• Strong analytical skills, including comfort building dashboards and models in spreadsheets and BI tools.
• Ability to influence cross-functional partners and senior leaders without direct authority, and communicate clearly in writing.
• Available for a 12-month fixed-term engagement and based in the San Francisco or Los Angeles area.

Nice To Haves

• SQL is a plus.

Responsibilities

• Own the BPO relationship and day-to-day delivery, holding partner leaders accountable for service levels, productivity, quality, and team development.
• Forecast support demand and translate workload, AI resolution, and team availability into staffing requirements; collaborate with BPO leaders on schedules, coverage, and hiring plans.
• Own support workflows, routing, tiering, and SLAs across AI and human support, and improve how work moves between them.
• Own the ongoing performance and improvement of support AI, working with vendors and internal teams to improve resolution, customer experience, and efficiency.
• Own performance reporting across BPO and AI, turning insights into operational improvements and clear priorities for Product and Engineering.
• Oversee quality assurance and calibration across human and AI support.
• Lead operational responses to incidents and ticket surges.
• Own the support technology stack and partner with Engineering and vendors on workflows, integrations, and improvements.
• Build clear playbooks, ownership, and processes to sustain improvements beyond the 12-month term.

Benefits

• Annual wellbeing allowance, usable for items such as fitness memberships, development courses, childcare, travel, charitable donations, pet insurance, or home office setup.
• For US-based employees, 100% coverage of monthly medical, dental, vision, disability, and life insurance premiums for employees, and 80% coverage for dependents.
• Employer contribution toward retirement.
• Generous time off for vacation, holidays, parental leave, volunteer time, and other categories.
• Employee stock option program.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed