Support Operations Manager (12 Month Fixed-Term) at Linktree in San Francisco, CA

Job description

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 clearly in writing. Available for a 12-month fixed-term engagement, based in the San Francisco or Los Angeles area. Linktree is committed to providing a fair and competitive compensation package including cash, equity, and benefits. The base salary offered for this role is targeted at $175,000-$185,000 for roles based in San Francisco and Los Angeles. Final offers depend on multiple factors including location, experience, expertise, and role scope, and may vary from the range listed. P.S. If you don’t tick every box in this listing, please don’t rule yourself out. We take pride in inclusion and hiring incredible human beings with great potential over ticking boxes – so if this role resonates with you, hit that apply button! Our Story We’re on a mission to empower anyone to curate, grow, and monetize their digital universe. We created the “link in bio” category — and we’re just getting started. From creators, artists, and entrepreneurs to global brands, we’re redefining how people connect with their communities, showcase their content and pro