The Role

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!

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.