Support Operations Manager (12 Month Fixed-Term)

The posting, as Linktree wrote it

The Role

As Support Operations Manager at Linktree, you’ll own the systems, processes and data that power how we support 70+ million Linkers around the world. This is a 12-month fixed-term role, built for an experienced operator who can come in, diagnose quickly, and leave our support operation measurably faster, smarter and more scalable.

You’ll partner closely with Customer Support leadership, Product, Engineering and Trust & Safety to design how work flows through our team, from routing and staffing to quality, tooling and AI-powered automation. You’ll turn support data into clear priorities and make sure every Linker gets the right answer, fast.

Most of all, you’ll help Linktree achieve our mission: to empower anyone to curate and grow their digital universe.

What You’ll Own

• BPO performance & partnership: Own the BPO relationship and day-to-day delivery, holding partner leaders accountable for service levels, productivity, quality and team development.
• Capacity & workforce planning: Forecast demand and translate workload, AI resolution and team availability into staffing requirements. Work with BPO leaders on schedules, coverage and hiring plans to balance service levels, quality and cost.
• Operating model: Own support workflows, routing, tiering and SLAs across AI and human support, improving how work moves between them.
• AI & automation: Own the ongoing performance and improvement of support AI, partnering with vendors and internal teams to improve resolution, customer experience and efficiency.
• Metrics & insights: Own performance reporting across BPO and AI, turning insights into operational improvements and clear priorities for Product and Engineering.
• Quality & incidents: Oversee QA and calibration across human and AI support, and lead the operational response to incidents and ticket surges.
• Tooling: Own the support tech stack, partnering with Engineering and vendors on workflows, integrations and improvements.
• Documentation & handover: Build clear playbooks, ownership and processes that sustain improvements beyond the 12-month term.

Who We’re Looking For

• 5–7 years of experience in support operations, CX operations or a related field, including leading operational programs at a high-growth tech or consumer company.
• Deep expertise in support metrics, workforce management and capacity planning, with a track record of hitting service levels efficiently at scale.
• Hands-on experience administering support platforms (Zendesk, Intercom, Salesforce Service Cloud or similar) and building workflows, routing and automations.
• Proven results deploying AI or automation in support (self-serve, bots, agent assist) with measurable impact on deflection, speed or quality.
• Strong analytical skills: comfortable building dashboards and models in spreadsheets and BI tools; SQL is a plus.
• A proven ability to influence cross-functional partners and senior leaders without direct authority, and to communicate clear

[…]
d you can choose the setup that works best for you: fully remote or a hybrid mix of office and home.

We offer autonomy in how you structure your days and weeks. While we’re mindful of time zones and occasionally collaborate outside the typical 9–5, we lean into async work to keep things flowing. Our culture is family-friendly and Zoom-casual where kids, pets, and delivery drivers are welcome.

How we’ll help you thrive

Our approach to benefits considers the whole person and the unique contributions they bring to Linktree. We want the experience at Linktree to be one that enables people to truly thrive so we can Go Further Together (one of our values). Some ways we support you:

• An annual wellbeing allowance to use on things like (but not limited to) fitness memberships, development courses, childcare, travel, charitable donations, pet insurance, home office set-up - the choice is yours!
• 100% coverage (and 80% for your dependents) of your monthly premiums for medical, dental, vision, disability and life insurance for US-based employees.
• Employer contribution towards your retirement.
• Generous time off for vacation, holidays, parental leave, volunteer time, and other categories.
• Employee stock option program - we want each and every employee to share in the company’s success.

At Linktree, we believe in promoting a culture that celebrates unique backgrounds, talents, and experiences, and we’re proud to be an equal opportunity workplace. We are creating an inclusive workplace where every individual feels valued, respected, and has equal opportunities to thrive. We aim to foster a diverse and inclusive environment where all team members have a sense of belonging. Linktree welcomes all people regardless of sex, gender identity, race, ethnicity, disability, pregnancy, age, or other lived experience. If you require accommodations to fully participate in our opportunities, please don't hesitate to reach us at talent@linktr.ee – your needs are important to us.