VP of Customer Service

Socket.dev; Irvine (CA); On-site; USD 160,000 - 200,000; Full time

Job summary

Socket.dev in Irvine, CA seeks a Vice President of Customer Service to own strategy, operations, budget, and results for an on‑site, high‑volume CS organization. You will lead a multi‑country BPO network and drive service levels, quality, and cost‑to‑serve while shaping client experiences.

The role requires 12+ years in customer service leadership, executive presence, and budget ownership, with a focus on regulated, documentation‑heavy environments. MBA preferred.

Qualifications

• 12+ years in customer service, contact‑center, or client‑operations leadership.
• Experience leading onsite teams and multi-country BPO/nearshore partners.
• Proven KPI ownership and department budgeting in regulated environments.
• Strong workforce management, QA design, and escalation processes.
• Vendor management with time zones and data security considerations.
• Executive presence and cross‑functional collaboration with Sales/Operations/Finance.

Responsibilities

• Own end‑to‑end customer service operations for high‑volume clients.
• Lead onsite CS leadership and manage multi‑country BPO partners.
• Set operating model for coverage, routing, surge, and continuity.
• Manage CS metrics: SLA, handle time, first contact resolution, CSAT.
• Oversee QA, calibration, coaching, and documentation standards.
• Administer CS budget including labor, outsourcing, tools, and overhead.
• Lead vendor contracts, SLAs, data security, and corrective actions.
• Staffing and performance management across the CS network.

Skills

Leadership

Budget management

Vendor management

Quality assurance

Workforce management

Executive presence

Education

Bachelor's degree

MBA or equivalent

Tools

CCaaS

CRM

QA systems

Job description

VP of Customer Service

Location: Irvine, CA

Department: Operations

Compensation: $160,000–$200,000 base + performance bonus

About the Role

Tax Processing Solutions is hiring a Vice President of Customer Service to own the strategy, operations, budget, and results of our client support organization.

This is a high-volume contact center supporting tax‑relief clients with inbound questions and case management. You will lead an onsite Customer Service team and BPO partners in multiple countries and be accountable for service levels, quality, client experience, and cost‑to‑serve.

This is an executive operating role. You will set the standard for how clients are treated on the phone and in the case file, hold both captive and outsourced teams to that standard, and protect the budget while volume moves.

What You Will Own

• End‑to‑end Customer Service operations for tax‑relief clients, including inbound inquiries, case‑status support, and case‑management workflows
• Onsite Customer Service leadership including managers, supervisors, and frontline staff, plus performance management of multi‑country BPO teams
• The operating model across sites: coverage hours, volume routing, overflow, surge capacity, and business continuity
• The Customer Service scorecard: service level, handle time, abandonment, first‑contact resolution, quality/compliance, CSAT (or equivalent), occupancy, and case aging
• QA, calibration, and coaching standards so every site handles tax‑relief conversations with accuracy, empathy, and proper documentation
• The Customer Service budget, including onsite labor, BPO spend, tools, and overhead
• BPO contracts and vendor performance, including SLAs, quality, staffing commitments, data security, and corrective action when partners miss plan
• Hiring, development, and performance management of onsite CS leadership; accountability for staffing and results across the network
• Major escalations, complaint trends, and cross‑functional fixes with Operations, Compliance, Sales, and Resolution teams
• Seasonal and campaign readiness so filing‑season and notice‑driven volume does not break service or cost

Qualifications

Required

• 12+ years of progressive customer service, contact‑center, or client‑operations leadership, including senior ownership of a high‑volume inbound center
• Direct experience leading an onsite team and BPO / offshore or nearshore partners in more than one country
• Proven ownership of contact‑center KPIs and a departmental budget
• Experience in a regulated, documentation‑heavy, or case‑based environment
• Strength in workforce management, quality, knowledge management, and escalation design
• Vendor management and contract‑performance experience; comfort with time zones, cultural differences, and data‑security requirements
• Executive presence; able to operate as a peer to Sales, Operations, Compliance, Finance, and Technology
• Bachelor’s degree required; MBA or equivalent experience preferred

Preferred

• Background in tax, tax resolution, debt relief, consumer finance, or professional services with high‑emotion client conversations.
• Experience standing up or modernizing CCaaS, CRM, QA, and knowledge platforms; practical use of AI in service.
• MBA or equivalent operating experience a plus.

Leadership Profile

• Calm under volume and under scrutiny.
• Direct, fair, and specific with managers; coaches to evidence.
• Protects the client and the firm at the same time. Service quality and compliance are not a trade‑off.

Compensation & Logistics

• Competitive executive base, bonus tied to service quality and operating performance.
• On‑site presence in Irvine, CA.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. is an Equal Opportunity Employer. We value diversity and encourage all qualified individuals to apply.