Customer Care Leader | Develop CCMs & Drive Service

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

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401k with company match

Disability insurance

Life insurance

Paid time off

Holiday pay

Job summary

Raymond West is seeking a proven leader to elevate customer experience by guiding a team of Customer Care Managers and aligning service delivery with company standards.

You will recruit, train, and mentor CCMs, conduct performance reviews, and collaborate with sales and district managers to meet customer needs while driving sales of services. This role emphasizes a positive, customer-focused culture and data-driven decision making.

Qualifications

• 3–5 years in customer service or client-facing roles.
• 1–3 years in a supervisory or managerial position, preferably leading a customer service or support team.
• Experience with CRM and service metrics reports is a plus.

Responsibilities

• Lead and manage a team of Customer Care Managers.
• Recruit, train, and mentor CCMs; conduct regular performance reviews.
• Oversee timekeeping, payroll/commission structures, and staff development.
• Collaborate with internal departments to deliver superior customer service.
• Drive customer satisfaction and operational efficiency across all touchpoints.

Skills

Management skills

Communication skills

Time management

Leadership

Data-driven decisions

Tools

CRM software

Job description

Raymond West is seeking a proven leader to elevate customer experience by guiding a team of Customer Care Managers and aligning service delivery with company standards.

You will recruit, train, and mentor CCMs, conduct performance reviews, and collaborate with sales and district managers to meet customer needs while driving sales of services. This role emphasizes a positive, customer-focused culture and data-driven decision making.