Customer Care Excellence Manager

Socket.dev; Lathrop (CA); On-site; USD 67,000 - 150,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401k with match

Flexible spending accounts

Disability insurance

Life insurance

Personal time off

Holiday pay

Job summary

Raymond West is seeking a passionate leader to elevate customer experience by guiding a team of Customer Care Managers and driving service excellence across touchpoints.

You will recruit, train, and mentor CCMs, oversee performance reviews, and work with District Service Managers and Sales Account Managers to address customer needs while ensuring compliance and a customer-focused culture.

Qualifications

• 3-5 years of experience in customer service or client-facing roles.
• 1-3 years in a supervisory or managerial role leading a service team.
• Experience with CRM and service metrics is a plus.

Responsibilities

• Lead and mentor the Customer Care Managers to ensure high-quality service.
• Collaborate with District Service Managers and Sales Account Managers to address customer needs.
• Oversee resolution of complaints and monitor service performance reports.

Skills

Team leadership

Customer service

Communication

Time management

CRM experience

MS Office

Analytical skills

Education

3-5 years CS/client-facing

1-3 years supervision

Tools

CRM system

Job description

Raymond West is seeking a passionate leader to elevate customer experience by guiding a team of Customer Care Managers and driving service excellence across touchpoints.

You will recruit, train, and mentor CCMs, oversee performance reviews, and work with District Service Managers and Sales Account Managers to address customer needs while ensuring compliance and a customer-focused culture.