Tier 1 Support Leader & Ops Coach

Socket.dev; Massachusetts; Hybrid; USD 100,000 - 140,000; Full time

Job summary

Socket.dev in Massachusetts is seeking a Tier 1 Technical Support Manager to lead and develop our Tier 1 support team while remaining actively engaged in ticket resolution. This role focuses on maintaining SLAs, driving operational excellence, and fostering a coaching-focused culture.

The manager will balance people development, process improvements, and hands-on support to prevent issues and ensure high-quality customer interactions.

Responsibilities

• Lead and mentor Tier 1 support team members through coaching and accountability practices
• Monitor response quality and provide feedback to ensure consistent, high-quality customer interactions
• Drive professional development and training initiatives to improve team competency and career growth
• Oversee day-to-day and week-to-week helpdesk operations
• Run regular team touchpoints (e.g., L10 meetings) to maintain alignment and address team needs
• Escalate complex or stalled tickets, providing timely resolution support
• Work hands-on with tickets to maintain technical capabilities and lead by example
• Monitor workload distribution and adjust assignments to maintain efficiency and prevent burnout
• Report on support metrics to leadership and identify improvement opportunities
• Collaborate with Product and Engineering to identify bugs or feature gaps and inform roadmap priorities

Job description

Socket.dev in Massachusetts is seeking a Tier 1 Technical Support Manager to lead and develop our Tier 1 support team while remaining actively engaged in ticket resolution. This role focuses on maintaining SLAs, driving operational excellence, and fostering a coaching-focused culture.

The manager will balance people development, process improvements, and hands-on support to prevent issues and ensure high-quality customer interactions.