Customer Service & Operations Manager

Socket.dev; Livermore (CA); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

401(k)

Competitive salary

Health insurance

Paid time off

Job summary

Socket.dev is seeking an experienced Customer Service Manager to lead our Customer Service and Sign Manufacturing teams. This hands-on leadership role focuses on developing people, improving processes, solving problems, and delivering an exceptional customer experience across a fast-paced, high-touch environment.

You will supervise a team of 8–10, coordinate between customer service, production, drivers, and other departments, and implement practical improvements while maintaining high service

Qualifications

• This role requires a strong people leader who can develop the team and raise performance.
• Candidate should be skilled at solving problems and delivering an exceptional customer experience.
• Experience leading teams in a high-touch service environment is essential.

Responsibilities

• Lead, coach, train, motivate, and hold team members accountable
• Oversee daily Customer Service and Sign Manufacturing operations
• Evaluate and streamline processes, procedures, and workflow
• Identify inefficiencies and implement practical improvements
• Establish clear expectations and help employees succeed in their roles
• Handle escalated customer concerns professionally and confidently
• Maintain a high level of service for our real estate customers
• Assist with daily driver routing, scheduling, and operational problem-solving
• Coordinate between customer service, production, drivers, and other departments
• Monitor workload and priorities to ensure work is completed accurately and on time
• Develop training and procedures that create greater consistency and accountability
• Lead by example and be willing to jump in wherever needed
• Help introduce new ideas, technology, and processes that move the company forward

Skills

Strong leadership

Problem solving

Team development

High-touch service

Process improvement

Cross-functional coordination

Job description

Benefits:

• 401(k)
• Competitive salary
• Health insurance
• Paid time off

Customer Service Manager

Customer Service Operations Team Leadership

We are looking for an experienced, hands-on Customer Service Manager to lead our Customer Service and Sign Manufacturing teams. This is a key leadership position for someone who knows how to develop people, improve processes, solve problems, and create an exceptional customer experience.

Our company serves real estate professionals in a fast-paced, high-touch service environment, where responsiveness, accuracy, communication, and follow-through matter. We need a leader who understands demanding customers, can remain calm under pressure, and knows how to turn challenges into solutions.

What You’ll Do

You will supervise and lead a team of approximately 8–10 employees across our Customer Service and Sign Manufacturing departments while helping improve the day-to-day operation of the business.

Responsibilities include:

• Lead, coach, train, motivate, and hold team members accountable
• Oversee daily Customer Service and Sign Manufacturing operations
• Evaluate and streamline processes, procedures, and workflow
• Identify inefficiencies and implement practical improvements
• Establish clear expectations and help employees succeed in their roles
• Handle escalated customer concerns professionally and confidently
• Maintain a high level of service for our real estate customers
• Assist with daily driver routing, scheduling, and operational problem-solving
• Coordinate between customer service, production, drivers, and other departments
• Monitor workload and priorities to ensure work is completed accurately and on time
• Develop training and procedures that create greater consistency and accountability
• Lead by example and be willing to jump in wherever needed
• Help introduce new ideas, technology, and processes that move the company forward

The Person We’re Looking For

This position requires more than customer service experience. We are looking for a strong people leader and problem solver who can earn the respect of the team while raising expectations and improving how the department operates.

The right person will be:

• An experienced manager with a proven history of successfully leading teams
• Experienced working with high-touch and demanding customers in a service-based business
• Confident handling escalated or difficult customer situations
• Thick-skinned, composed, and professional under pressure
• Comfortable holding employees accountable while also coaching and developing them
• Highly organized and able to manage multiple priorities at once
• Process-oriented and constantly looking for better, faster, and more efficient ways to work
• Comfortable making decisions and taking ownership
• Innovative and willing to challenge “the way we’ve always done it”
• Adaptable and not afraid of change
• A clear and effective communicator
• A hands-on leader who leads by example rather than managing from the sidelines
• Able to balance excellent customer service with the operational needs of the business

What Success Looks Like

A successful Customer Service Manager will build a department that is organized, accountable, efficient, responsive, and customer-focused. You will develop your team, improve communication and workflow, reduce unnecessary problems, and help create processes that allow the company to grow.

We want someone who doesn't simply maintain the department—we want a leader who will help us make it better.

If you are an experienced service leader who enjoys developing people, solving operational challenges, improving processes, and helping a company evolve, we’d like to hear from you.