Service Operations Lead: Real-Time Coaching & Escalations

Curri; Ventura (CA); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Health benefits

401(k)

Equity

Dental insurance

Vision insurance

Job summary

Curri is seeking a Supervisor, Service Operations to lead frontline service execution and coach a team of Service Representatives and Specialists. The role ensures real-time queue coverage, adherence to service levels, and effective escalation handling to deliver high-quality customer outcomes.

You will develop SOPs and drive consistency across processes. You will partner with cross-functional teams to identify gaps, implement scalable solutions, and support the scaling of our service

Qualifications

• Proven frontline people leadership experience.
• Experience running real-time operations such as live queues or high-volume service.
• Strong judgment and decision-making in fast-paced environments.
• Clear, direct communication and cross-functional coordination.
• Strong process discipline to follow and reinforce SOPs.

Responsibilities

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

Skills

Frontline leadership

Real-time operations

Decision making

Communication

SOP adherence

Job description

Curri is seeking a Supervisor, Service Operations to lead frontline service execution and coach a team of Service Representatives and Specialists. The role ensures real-time queue coverage, adherence to service levels, and effective escalation handling to deliver high-quality customer outcomes.

You will develop SOPs and drive consistency across processes. You will partner with cross-functional teams to identify gaps, implement scalable solutions, and support the scaling of our service