Support Operations Manager (12 Month Fixed-Term)
About The Position
As Support Operations Manager at Linktree, you’ll own the systems, processes and data that power support for more than 70 million Linkers around the world. This is a 12-month fixed-term role for an experienced operator who can quickly diagnose challenges and make the support operation faster, smarter and more scalable. You’ll partner with Customer Support leadership, Product, Engineering and Trust & Safety to design how work flows through the team, including routing, staffing, quality, tooling and AI-powered automation. You’ll turn support data into clear priorities and help ensure Linkers receive the right answer quickly. The role is based in the San Francisco or Los Angeles area, with Linktree offering the choice of fully remote or hybrid work. Linktree’s mission is to empower anyone to curate, grow and monetize their digital universe. The company describes itself as a diverse, global team with offices in London, Los Angeles, Melbourne and San Francisco, and a flexible, async-oriented working culture.
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 achieving 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 to 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 experience 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; coordinate schedules, coverage and hiring plans with BPO leaders to balance service levels, quality and cost.
- Own support workflows, routing, tiering and SLAs across AI and human support, improving how work moves between them.
- Own the ongoing performance and improvement of support AI, partnering 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 QA and calibration across human and AI support, and 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 that can be used 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 employees’ monthly medical, dental, vision, disability and life insurance premiums, 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.
- Cash and equity as part of a fair and competitive compensation package.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
