Customer Service Manager: Lead Teams & Elevate Experience

Socket.dev; Marion (VA); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Excellent benefits

Company-paid events

Employee discounts

Casual dress code

Job summary

Blade HQ seeks a Customer Service Manager to lead the Customer Service department, ensuring a consistent, efficient, and positive customer experience across all channels. You will develop Team Leads and agents, manage staffing and performance, resolve escalations, and drive improvements in policies, systems, and processes.

The role focuses on coaching, quality, and data-driven decisions to enhance response times and satisfaction while collaborating with Operations, IT, and ecommerce teams to

Qualifications

• Minimum 2 years in customer service
• 2+ years in leadership or management preferred
• Bachelor's degree preferred; relevant experience considered

Responsibilities

• Lead and coach Customer Service Team Leads and agents with clear accountability.
• Monitor channels (phone, email, chat, social, reviews) for high-quality interactions.
• Manage QA, productivity, service levels, and shift coverage.
• Resolve escalated issues and coordinate cross-department solutions.
• Oversee returns, warranties, fraud prevention, and related processes.
• Conduct regular one-on-one meetings and quarterly reviews.
• Assist in hiring, onboarding and training for CS staff.
• Provide KPI reports and identify trends and risks.
• Collaborate with Operations, IT, and Marketing to improve workflows.

Skills

Leadership

Communication

De-escalation

Data Analysis

Organization

CRM

Team Development

Education

Bachelor's degree

Job description

Blade HQ seeks a Customer Service Manager to lead the Customer Service department, ensuring a consistent, efficient, and positive customer experience across all channels. You will develop Team Leads and agents, manage staffing and performance, resolve escalations, and drive improvements in policies, systems, and processes.

The role focuses on coaching, quality, and data-driven decisions to enhance response times and satisfaction while collaborating with Operations, IT, and ecommerce teams to