Many customer service agents reach a point in their careers where they decide to transition into a new role. Those next steps could take you in many directions: sales, customer success, or people ops, to name a few. But one of the most likely moves is to become a customer service manager. After years of helping customers find answers to their queries and honing your customer service skills, you’re ready to take on more responsibility. But managing a team of agents and consistently delivering excellent customer experiences isn’t easy. So, what is a customer service manager? To become a great manager, you must know how to deliver top-notch customer support and possess the communication and leadership skills to supervise a team. It’s not for everyone, but customer service management is a fulfilling, challenging role for the right person. In this guide, we’ll cover: What is a customer service manager? Customer service manager job description + example What does a customer service manager do? What are the qualifications and skills needed to be a customer service manager? How to become a customer service manager From service agent to customer support manager Download a sample customer service manager resume What is a customer service manager? The customer service manager leads the customer service department through its daily routine.
The goals for customer service managers revolve around helping the department succeed and improving results. They provide comprehensive customer service training as well as the tools and guidance necessary to deliver great customer experiences. Customer service manager responsibilities and duties So, what does a customer service manager do? As head of the department, the customer service manager is responsible for its overall Phone Number List success. Customer service manager duties include: Compiling and analyzing data to measure performance Reporting on department performance to upper management Conducting market research to stay up to date on trends Overseeing day-to-day operations of the customer service team Establishing department standards and procedures Setting customer service objectives and goals Hiring and training new personnel Customer service manager job description + example A customer service manager’s job description will vary depending on the hiring company’s industry and unique goals.
But you can refer to the example below for a snapshot of what the role can entail: Customer service manager description: Oversees the daily operations of the customer service department, leading customer service agents in successfully achieving company initiatives. Essential responsibilities include training agents, retaining customers, and coordinating with other department heads. Customer service manager responsibilities: Builds strong relationships while acting as a liaison between the customer and the corporate office Designs and implements training programs for the department Collaborates with other departments to achieve organizational goals Collects and analyzes customer service department metrics Conducts performance reviews of subordinates Leads quarterly meetings with department heads Executes related duties as needed Minimum qualifications: A bachelor’s degree in business administration or a related field Five years of experience in customer service Proficiency in Microsoft Office Suite SaaS experience preferred Highly organized and detail-oriented Demonstrated ability in project management What does a customer service manager do? Five roles of a customer service manager are training agents, sharing feedback, creating reports, improving processes, and advocating for customers. A customer service manager leads a team of customer service agents and works with them to resolve customer issues and ensure customer satisfaction. The customer service manager’s role is not to be confused with a customer success manager, who helps customers derive maximum value from your product or service to achieve their goals.