Customer Service Manager: Lead Service Excellence & Escalations

Socket.dev; Largo (FL); On-site; USD 65,000 - 90,000; Full time

Job summary

Socket.dev in Largo, FL is looking for a Customer Service Manager to lead the day-to-day operations of the Customer Service team. You will oversee inquiries via phone, email and ticketing, ensuring timely, accurate resolutions and a high-quality customer experience.

This onsite role requires hands-on leadership, KPI discipline, and collaboration with Sales, Operations and IT to resolve issues and improve processes. Coaching and developing staff to exceed service levels is essential.

Qualifications

• Experience leading customer service teams and managing KPIs.
• Ability to develop SOPs and workflow documentation.
• Strong written and verbal communication.

Responsibilities

• Lead, coach, and develop the Customer Service team to meet department and company goals.
• Set and communicate expectations regarding productivity, quality, customer service, professionalism, and accountability.
• Monitor employee performance and provide regular coaching and feedback.
• Assist with employee training, onboarding, development, and performance management.
• Support scheduling, staffing, and daily workforce needs based on demand.
• Foster a positive, collaborative, customer-focused team environment.
• Serve as a resource for employees regarding processes and escalations.
• Oversee daily workflows to ensure inquiries are handled within service standards.
• Manage communications through phone, email, and ticketing systems; coordinate with National Accounts as needed.
• Monitor queues and workloads to ensure timely responses.
• Identify workflow bottlenecks and implement improvements.
• Ensure SOPs and documentation are kept up-to-date.

Skills

Leadership

Coaching

Customer service operations

Analytical thinking

Communication

Team management

Problem solving

Multi-tasking

Education

Bachelor's degree in Business/Management/Communications

Tools

JIRA

Confluence

CRM systems

Microsoft 365

Job description

Socket.dev in Largo, FL is looking for a Customer Service Manager to lead the day-to-day operations of the Customer Service team. You will oversee inquiries via phone, email and ticketing, ensuring timely, accurate resolutions and a high-quality customer experience.

This onsite role requires hands-on leadership, KPI discipline, and collaboration with Sales, Operations and IT to resolve issues and improve processes. Coaching and developing staff to exceed service levels is essential.