Service Operations Lead | Real-Time Coaching & Escalations

Socket.dev; Ventura (CA); On-site; USD 100,000 - 140,000; Full time

Benefits offered by this job

Health, dental, vision

401(k) and equity

Job summary

Curri is seeking a Supervisor of Service Operations to lead a frontline service team, ensuring coverage and escalations are handled with high-quality customer outcomes. The role focuses on coaching, SOP development, and real-time operational leadership as the service organization scales.

You will coach team members, manage day-to-day queues, and own escalation processes while partnering with cross-functional peers to improve performance and adherence to SLAs.

Qualifications

• Proven frontline people leadership experience.
• Experience running real-time operations (live queues, dispatch, or high-volume service).
• Strong judgment and decision-making under pressure in fast-paced settings.
• Clear, direct communication to lead teams cross-functionally.
• Strong process discipline to follow and reinforce SOPs.

Responsibilities

• Lead, coach, and develop frontline service team with 1:1s focused on performance and career growth.
• Own day-to-day service operations, including live queue execution and shift coverage.
• Serve as escalation lead for complex deliveries and customer issues, delivering top-tier service.
• Develop, document, and maintain Standard Operating Procedures (SOPs) for training and alignment.
• Identify gaps and risks; partner cross-functionally to implement scalable solutions.
• Provide real-time guidance during high-volume or high-severity service scenarios.

Skills

Frontline leadership

Real-time operations

Decision-making under pressure

Clear communication

SOP adherence

Job description

Curri is seeking a Supervisor of Service Operations to lead a frontline service team, ensuring coverage and escalations are handled with high-quality customer outcomes. The role focuses on coaching, SOP development, and real-time operational leadership as the service organization scales.

You will coach team members, manage day-to-day queues, and own escalation processes while partnering with cross-functional peers to improve performance and adherence to SLAs.