Job Overview
We're looking for a Support Operations Analyst, AI & Automation to help transform the way we deliver customer support. This role blends operational problem‐solving, workflow design, automation, and practical AI enablement.
You'll work closely with Customer Experience, Operations, and Engineering to identify inefficiencies, analyse support trends, and design smarter workflows using automation and modern AI tools. You don't need to be an engineer — but you should be tech‐curious, analytical, and excited to build leverage across the support organisation.
If you naturally spot broken processes, repeated tasks, or unclear workflows — and enjoy designing better systems — this role will feel energising and impactful.
What You'll Own
Operational Workflow Analysis
* Analyse support workflows end-to-end to identify friction, bottlenecks, and scaling risks
* Map, redesign, and optimise processes for clarity, speed, and quality
* Use data to uncover insights around issue trends, team performance, and customer needs
AI & Automation
* Leverage AI tools to reduce manual effort (e.g., classification, summarisation, QA, documentation, insights)
* Build and iterate lightweight automations using no‐code/low‐code platforms
* Design and optimise prompts for support scenarios and tooling
* Monitor automation performance and refine for accuracy, reliability, and business impact
Reporting & Insights
* Develop dashboards and reports that surface key CX metrics
* Build frameworks that help teams understand volume drivers, quality trends, and opportunities
* Support strategic initiatives with structured analysis and data‐driven insights
Cross‐Functional Collaboration
* Work with Product and Engineering to improve support tooling and system integrations
* Partner with CX leadership to prioritise high‐impact operational initiatives
* Build internal guides, playbooks, and training materials to support AI adoption across the team
Who We're Looking For
Support‐Centric & Systems‐Minded
* Experience in support operations, CX operations, technical support, or related customer‐facing environments
* Strong understanding of support workflows and core tooling (e.g., Zendesk, Intercom, Salesforce Service)
* Ability to break down complex problems into clear, actionable steps
Analytical & Insight‐Driven
* 2+ years experience in operations, analytics, strategy, or support ops
* Comfortable working with data, identifying trends, and communicating insights
* Familiarity with how data flows between systems and APIs
* SQL or BI experience is a bonus, not a requirement
AI‐Curious & Technically Confident
* Hands‐on experience with emerging AI tools and prompt creation
* Comfortable exploring systems, investigating workflow failures, or reviewing logs
* Motivated to learn how tools connect and how data flows between them
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 promote products — all in one link. Today, a community of 70+ million use Linktree, including icons like Adidas, TikTok, the UN Environmental Program, the NFL, Manchester United, World Central Kitchen, Sabrina Carpenter, Olivia Rodrigo, and Selena Gomez. With 48,000 new accounts created every day, Linktree is the fastest‐growing leader in our space. We've teamed up with some of the world's biggest platforms including TikTok, Snap, YouTube, GoFundMe, Spotify, Google, Stripe, Reddit, Laylo, and Kajabi, to unify Linkers' digital spaces, and we partner with retail brands Amazon, Nike, Nordstrom, Target, Sephora, Vuori, and more to share products they love. We're a tight‐knit, passionate team building best‐in‐class tools that make online presence simple, powerful, and yours. If you're excited by the idea of shaping a new category, setting the standard, and making space for everyone to be seen and succeed, we'd love to meet you.
Where And How We Work
We're a global, diverse team spread across continents with offices in London, Los Angeles, Melbourne, and San Francisco. We work together flexibly and 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
* 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.
Equal Employment Opportunity Statement
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.
Linktree is committed to providing a competitive compensation package. Our cash compensation amount for this role is targeted at $80,000–$85,000 in Melbourne. Final offer amounts are determined by multiple factors including candidate expertise, the scope of role and level, and may vary from the amounts listed above.
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