Head of Product Operations

At Linear, we are creating a new standard for modern software development. We are building the tools that empower the next generation of high-impact companies to do their best work. Linear’s project management software is designed based on the practices and processes that distinguish world-class product teams from the rest: relentless focus, fast execution, and a commitment to the quality of craft.

Founded in 2019, Linear has become the tool of choice for high-performance teams to build their products. A fully remote company from the start, our team is distributed across the US, Latin America, and Europe. No matter where we come from, we are makers at our core. We love new challenges and care deeply about the quality of our work.

We're looking for a Head of Product Operations to manage and grow our support team and mature our processes to deliver the best support for our engineering customers as we scale. At Linear, support is an in-house function, tightly integrated with the rest of the company to provide best-in-class experience and response time to our customers. As part of the team, you will work both with leadership to lead the function and scale it through better tooling, practices, and communication. You should also be comfortable helping the team with day-to-day activities and filling in frontline support if required. You'll work cross-functionally to share customer feedback and insights, contribute to our technical documentation, and engage our customer community via social channels. If you enjoy enabling startups and top development teams to build the next generation of innovative products, we'd love to connect with you.

Please note: We are an equal opportunity employer and remote-only company. At this time, we can support hiring within the US and most EU time zones. EST/CST time zone is required for this role.

What you'll do

• Drive process improvements that help us be more efficient especially as we scale

• Lead a team of 3-4 senior Customer Support Specialists responsible for high-touch end-to-end customer support, including product demos, onboarding, account setup, debugging issues, feature and integration discovery, etc.

• Advocate for your team and help them focus on highest impact areas

• Partner with our engineering team to surface customer feedback and help shape our product roadmap

• Scale our Slack community and developer community building integrations with Linear through developer-centric events, community initiatives, technical demos, etc.

• Implement a metrics-driven approach that helps us evaluate the success of our Customer Support function and gives founders give insight into areas of improvement

Requirements

• Experience scaling a Customer Support function in an environment with high-quality support

• Analytical thinking and background creating internal processes and tooling

• Passionate about technology, products, and Linear's mission. Experience working with technical or engineering user base

• Experience troubleshooting technical issues, including APIs and integration setups (Github, etc.). Ability to reproduce bugs (Slack, Sentry, Zendesk, Figma, etc) in various environments (different browsers, Windows, Mac, Mobile, etc)

• A basic understanding of what web development is and how it works. You don’t have to write code but familiarity with GitHub, APIs, Javascript, or SQL is a plus

• Excellent written communication and customer service skills. Able to present and give demos to enterprise-level customers in an engaging and effective way

• A strong interest in developer community engagement

What we offer

• Interesting and challenging work

• Work-life balance

• Competitive salary and equity

• Employee-friendly equity terms (early exercise, extended exercise)

• Stipend to set up your home office

• Paid lunch and coffee during workdays

• Work remotely, no commuting to the office

• Paid co-working space/desk at an office

• Health, dental, and vision insurance (US)

• Regular team events and off-sites

• 5 weeks of paid vacation

• 4 months of paid parental leave

We invite you to learn more

• A story about our mission: Read Me

• Scatter Brain chat with our CEO, Karri Saarinen: A better way to build Software