The Role
We are looking for a Support Operations Lead to join the Support Team and Linktree full time. You’ll play a pivotal role in enhancing the quality of our customer support by developing strategic objectives, optimising support processes, and fostering strong relationships with enterprise clients. You’ll be responsible for creating impactful training materials, analysing support systems, and implementing continuous improvements to ensure we consistently deliver exceptional customer experiences.
What You’ll Own
- Conducting quality assurance evaluations to uphold service standards
- Developing customer support objectives, strategies and plans aimed at enhancing customer satisfaction and optimising the use of the support team’s resources and capabilities.
- Developing comprehensive training materials for agent onboarding and ongoing development
- Identifying gaps and opportunities in customer support processes to identify areas for improvement and ensure alignment with customer needs.
- Engaging with enterprise clients to understand their support needs and address concerns proactively
- Providing coaching and mentoring to customer support teams, building specific capabilities to enhance their ability to deliver exceptional customer experiences.
- Curating and updating help centre and knowledge base content
- Advising on recommendations to address customer support challenges, providing solutions that enhance customer interactions.
- Preparing and recommending proposals to improve customer support methods and procedures, streamline workflows, and redefine support roles to improve service delivery.
- Assisting in implementing approved recommendations
Who We’re Looking For
- Minimum of 2 years of experience in support, quality assurance, or training roles, with a demonstrated track record of success in driving process improvements
- Exceptional written communication skills, with the ability to articulate complex concepts clearly and concisely in training materials, process documentation, and knowledge base articles.
- Strong process-oriented mindset, with a keen eye for detail and a commitment to streamlining workflows, improving efficiency, and maintaining high standards of quality and consistency.
- Located in Melbourne as this is a hybrid position.
Linktree is committed to providing a competitive compensation package. Our cash compensation amount for this role is targeted at $72,000 - $90,000 AUD + super in the Melbourne area. 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.
P.S. If you don’t tick every box in this ad, 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!
Where And How We Work
We are a global and diverse group offering a truly flexible and family friendly work environment. Kids, pets, and the occasional delivery person are all actively encouraged to appear on our Zoom screens. All of us at Linktree work either fully remote or a flex hybrid approach.
We offer autonomy and flexibility in how you structure your days and weeks. There will be the need for some collaboration outside of your usual 9-5 being a global company, but we aim to work asynchronously where possible.
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. 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 as we go further together.
To learn more about our benefits, including our parental leave program, volunteering leave, DE&I initiatives, and more, click here!
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 are trusted by some of the world's biggest brands and celebrities including TikTok, The UN Environmental Program, The White House, F1, Manchester United, Olivia Rodrigo and Selena Gomez. With over 50M+ users and 40,000 new accounts created everyday, Linktree is the fastest growing leader in our category. Linktree has partnered with some of today’s biggest names like Amazon, TikTok, Snap, YouTube, GoFundMe, Spotify, Google, Stripe, Reddit and more to help unify users’ digital spaces— and we’re just getting started. Join us in empowering everyone from businesses to creatives in building their online presence.
At Linktree, we celebrate and support everyone’s perspective and background, and we’re proud to be an equal opportunity workplace. We aim to foster a diverse and inclusive environment where all team members have a sense of belonging, because we believe in going further together. 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.
