Remote Customer Support Leader – Technical & Ops

Socket.dev; United States; Remote; USD 75,000 - 95,000; Full time

Benefits offered by this job

Medical, dental and vision insurance

Company matched 401K

Flexible PTO + Sick Leave

Paid parental leave

Holidays

Life Insurance

Disability insurance

Pet Insurance

FSA

Job summary

Socket.dev is seeking a Manager of Customer Support to lead a technically skilled team in a fully remote setting. You will mentor staff, drive performance metrics, and coordinate with cross-functional groups to deliver superior customer support for dealers, vendors, and OEMs.

The role emphasizes data-driven decision making, process improvements, and clear communication of SLAs, with a shift pattern aligned to Eastern Time. 75k–95k salary range is referenced.

Qualifications

• Bachelor’s Degree in computer science, marketing, project management, business administration, or equivalent program.
• 5+ years management experience including building and leading teams.
• Excellent communication skills and the ability to present complex technical issues.
• Proven track record of meeting or exceeding metrics/KPIs and positive customer feedback.
• Experience with Salesforce/JIRA or similar systems.
• Proficient in Microsoft Office and other business applications.

Responsibilities

• Holds frontline responsibility for managing a Customer Support Team delivering world class technical support to customers, vendors, and OEMs.
• Apply data-driven insights to improve KPIs and drive operational efficiencies.
• Communicate KPIs and SLAs across cross-functional teams.
• Act as a change agent to improve tools and processes for support delivery.
• Manage performance, provide coaching, and foster team growth.
• Build relationships with other teams to improve customer experience and business results.
• Ensure team depth in technical skills to meet customer demand.
• Oversee hiring and interviews within the department.
• Address escalated issues and ensure timely SLA compliance.

Skills

People management

Communication

Metrics & KPIs

Cross-functional collaboration

CRM/issue-tracking tooling

Coaching & mentoring

Education

Bachelor’s Degree

Tools

Salesforce

JIRA

Job description

Socket.dev is seeking a Manager of Customer Support to lead a technically skilled team in a fully remote setting. You will mentor staff, drive performance metrics, and coordinate with cross-functional groups to deliver superior customer support for dealers, vendors, and OEMs.

The role emphasizes data-driven decision making, process improvements, and clear communication of SLAs, with a shift pattern aligned to Eastern Time. 75k–95k salary range is referenced.