Director of Support Operations & Trust

Socket.dev; New York (NY); On-site; USD 160,000 - 210,000; Full time

Benefits offered by this job

Competitive compensation and equity

Healthcare (Medical, Dental, Vision)

Take what you need paid time off

Meal Pal credits

Stipend to help set up your office

Work directly with the founders and 1x

Professional coaching, training, and开发

Pickle credits for our employees

Fun team events, company parties, and

Downtown NYC office space (Tribeca)

Job summary

Pickle is seeking a senior leader to own and optimize the customer support operation, driving strategy, people, and systems. You will manage a team of offshore agents, partner with Product and Operations to address root causes, and push AI-assisted automation to improve outcomes while reducing costs.

You’ll own the end-to-end support experience and its impact on growth. The role requires 4+ years in customer operations with 2+ years leading a team, strong analytics, and a passion for fraud/risk

Qualifications

• 4+ years in customer operations, support or CX, including 2+ years managing a team.
• Track record owning metrics and hitting SLAs at scale.
• Strong analytical skills: fluent in Sheets/Excel, turning raw data into insights and actions.
• Comfort with AI-assisted automation and fraud/risk work.

Responsibilities

• Own the customer support operation end to end: team, metrics, strategy, and impact on P&L.
• Manage offshore agents and partner with Product/Operations to fix root causes.
• Roll out proactive, concierge-quality service and AI-driven automation to reduce cost per contact.
• Lead hiring, onboarding and training for the support team as it scales.
• Handle high-stakes cases including fraud and high-value disputes, with calm leadership.

Skills

Team management

Analytics

Customer operations

SQL

Tools

Intercom

Zendesk

SQL

Job description

Pickle is seeking a senior leader to own and optimize the customer support operation, driving strategy, people, and systems. You will manage a team of offshore agents, partner with Product and Operations to address root causes, and push AI-assisted automation to improve outcomes while reducing costs.

You’ll own the end-to-end support experience and its impact on growth. The role requires 4+ years in customer operations with 2+ years leading a team, strong analytics, and a passion for fraud/risk