Senior Customer Service & Ops Leader

Socket.dev; Fairfield (NJ); On-site; USD 95,000 - 120,000; Full time

Job summary

Socket.dev is seeking a Customer Service Manager to lead the CS department in New Jersey. The role focuses on driving customer satisfaction, operational excellence, and revenue retention, while serving as the liaison between customers and internal teams.

The incumbent will oversee order management, backlogs, and performance metrics, coach staff, and implement sustainable process improvements aligned with aerospace/customer requirements.

Qualifications

• Bachelor’s or associate degree in Business Administration or related field preferred
• 5–7 years in customer service, order management, or related roles
• 2+ years of direct department or team leadership experience
• Experience developing and monitoring customer service KPIs and performance
• Experience collaborating cross-functionally with Planning, Manufacturing, Quality, Purchasing, and Sales
• Experience with DPAS-rated orders or aerospace customer requirements preferred

Responsibilities

• Lead and oversee all Customer Service Department activities, including order management, quoting support, workload management, and staffing coverage
• Develop and review departmental performance, KPIs, backlogs, and customer issues to identify trends and improvement opportunities
• Implement corrective actions and sustained process improvements when performance falls short
• Provide hands-on support for strategic accounts, escalations, and complex customer situations
• Coach, mentor, and develop Customer Service Representatives to improve performance
• Ensure DPAS-rated orders and aerospace requirements are understood and followed

Skills

Leadership

Customer service

KPIs

Cross-functional collaboration

Problem solving

Education

Bachelor’s or Associate degree in Business Administration or related field

Job description

Socket.dev is seeking a Customer Service Manager to lead the CS department in New Jersey. The role focuses on driving customer satisfaction, operational excellence, and revenue retention, while serving as the liaison between customers and internal teams.

The incumbent will oversee order management, backlogs, and performance metrics, coach staff, and implement sustainable process improvements aligned with aerospace/customer requirements.