Customer Service Leader - Operations & Process Excellence

Socket.dev; Salt Lake City (UT); On-site; USD 85,000 - 110,000; Full time

Job summary

Socket.dev is seeking a Customer Service Manager to lead the CS organization across order management, communications, invoicing support, and issue resolution. You will drive process improvements, coach a high-performing team, and partner with Sales, Operations, and Finance to deliver best-in-class service.

The role focuses on developing people, optimizing processes, and creating a customer-centric culture that supports business growth and operational excellence.

Qualifications

• Demonstrated leadership of a customer service team.
• Experience with order management, invoicing, and issue resolution.
• Strong knowledge of ERP systems and customer communications.

Responsibilities

• Lead all customer service operations and personnel while focusing on a customer-centric culture.
• Develop department objectives, KPIs, and capabilities aligned with company goals.
• Recruit, coach, and develop customer service team members.
• Own the customer order management process and related tasks.
• Serve as primary escalation point for customer service issues and cross-functionally resolve concerns.

Skills

Leadership

Order management

ERP systems

Cross-functional collaboration

Problem solving

Communication

Education

Bachelor's degree in Business / Supply Chain / Operations

Tools

ERP systems

Microsoft Office

Job description

Socket.dev is seeking a Customer Service Manager to lead the CS organization across order management, communications, invoicing support, and issue resolution. You will drive process improvements, coach a high-performing team, and partner with Sales, Operations, and Finance to deliver best-in-class service.

The role focuses on developing people, optimizing processes, and creating a customer-centric culture that supports business growth and operational excellence.