What Does a Customer Service Manager Do?
A customer service manager oversees the daily operations of a customer support team, ensuring the delivery of efficient, professional, and high-quality service to customers. They are responsible for supervising staff, managing workloads, and maintaining performance standards that support business objectives. Customer service managers play a key role in setting expectations for responsiveness, empathy, and problem resolution, acting as the link between front-line agents and senior leadership.
In addition to people management, customer service managers focus on optimizing team workflows, monitoring key metrics, and resolving customer issues that require escalation. They help shape service delivery by identifying trends in customer feedback, recommending process improvements, and supporting employee training and development. Their work supports customer satisfaction, retention, and overall brand loyalty.
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Customer Service Manager Core Responsibilities
- Supervise daily operations of the customer service team across channels
- Set individual and team goals aligned with department KPIs
- Monitor and report on performance metrics such as CSAT, AHT, and first contact resolution
- Provide coaching, feedback, and performance reviews to team members
- Manage escalated customer issues and ensure timely resolution
- Collaborate with other departments to improve service processes
- Oversee scheduling, staffing, and training for support team members
- Implement service tools, templates, and knowledge resources
- Contribute to policy development and process improvements
Required Skills and Qualifications
Hard skills
- Proficiency with CRM and customer support platforms (e.g., Zendesk, Salesforce, Freshdesk)
- Experience managing team KPIs and workforce performance reports
- Knowledge of customer support procedures, tools, and escalation protocols
- Ability to analyze service trends and implement improvements
Soft skills
- Strong leadership and coaching capabilities
- Clear and professional communication
- Empathy and conflict resolution skills
- Excellent time management and decision-making ability
Education
- Bachelor’s degree in business, communications, or a related field
Certifications
- None required; Six Sigma, CXM, or customer service leadership certifications are a plus
Preferred Qualifications
- Experience leading teams in high-volume service or contact center environments
- Familiarity with omnichannel customer service strategies
- Background in customer journey mapping or service design
- Prior involvement in CRM platform transitions or workflow automation projects
National Average Salary
Customer service manager salaries vary by experience, industry, organization size, and geography. Click below to explore salaries by local market.
The average national salary for a Customer Service Manager is:
$65,596
Sample Job Description Templates for Customer Service Managers
Call Center Manager
Position Overview
A call center manager oversees the day-to-day operations of a high-volume inbound or outbound call center. They are responsible for workforce planning, performance tracking, and ensuring customer service representatives meet service-level targets. This role focuses on efficiency, quality assurance, and customer satisfaction.
Responsibilities
- Manage staffing, scheduling, and daily workflows for call center teams
- Monitor KPIs including AHT, call abandonment rate, and first-call resolution
- Provide coaching, feedback, and development for supervisors and agents
- Handle escalated customer concerns and implement solutions
- Use call monitoring and reporting tools to ensure quality standards
- Collaborate with training, QA, and IT to optimize tools and processes
- Analyze call trends and adjust staffing or resources as needed
Requirements
Hard skills
- Proficiency with call center platforms and telephony systems
- Experience managing service level agreements (SLAs)
- Familiarity with workforce management (WFM) and call reporting tools
Soft skills
- Strong leadership and team coaching ability
- Organized, goal-oriented, and data-driven
- Effective communication and problem-solving skills
Education
- Bachelor’s degree in business, operations, or communications
Certifications
- None required; certifications in call center or customer service management are a plus
Preferred Qualifications
- Experience in inbound, outbound, or blended call center operations
- Familiarity with quality assurance and compliance standards in phone-based service
Help Desk Manager
Position Overview
A help desk manager leads the internal IT support function, ensuring technical issues are resolved quickly and effectively. They manage tiered support teams, optimize ticket workflows, and maintain service desk tools to deliver reliable, user-friendly support.
Responsibilities
- Supervise Tier 1 and Tier 2 help desk technicians and analysts
- Oversee ticket assignment, escalation, and resolution timelines
- Monitor SLAs and customer satisfaction related to internal support
- Train and coach support staff on troubleshooting and communication
- Maintain help desk knowledge base and documentation
- Coordinate with infrastructure or application teams for complex issues
- Review metrics and adjust staffing or tools to improve response times
Requirements
Hard skills
- Proficiency in help desk platforms (e.g., ServiceNow, Jira, Zendesk)
- Knowledge of ITIL frameworks and incident management processes
- Understanding of operating systems, hardware, and basic networking
Soft skills
- Clear communicator across technical and non-technical users
- Calm under pressure with strong prioritization skills
- Leadership mindset with mentoring ability
Education
- Bachelor’s degree in information technology or related field
Certifications
- ITIL Foundation Certification preferred
Preferred Qualifications
- Experience in IT support within large or multi-site organizations
- Familiarity with ticket volume forecasting and SLA reporting
Client Services Manager
Position Overview
A client services manager is responsible for managing long-term support relationships with clients or accounts. They ensure clients receive consistent, proactive service while coordinating internally to meet expectations and resolve issues quickly.
Responsibilities
- Serve as main point of contact for client inquiries and escalations
- Develop support plans tailored to client needs and service tiers
- Monitor and report on client satisfaction, retention, and service usage
- Partner with product, sales, and technical teams to resolve client concerns
- Maintain records of client feedback, deliverables, and service history
- Support onboarding and training for new or upgraded client accounts
Requirements
Hard skills
- Experience with CRM systems and client reporting tools
- Familiarity with B2B service workflows and SLAs
- Ability to manage client relationships across multiple industries
Soft skills
- Excellent relationship-building and communication skills
- Strategic problem-solving and solution orientation
- High level of professionalism and follow-through
Education
- Bachelor’s degree in business, marketing, or client relations
Certifications
- None required
Preferred Qualifications
- Background in SaaS, agency, or managed services client environments
- Proven success in reducing churn and improving client satisfaction
E-Commerce Support Manager
Position Overview
An e-commerce support manager leads customer service operations for online retail platforms. They oversee support teams handling inquiries related to orders, returns, shipping, and product information, ensuring a seamless post-purchase experience.
Responsibilities
- Manage support team performance across live chat, email, and social channels
- Track and improve metrics such as response time, resolution rate, and CSAT
- Coordinate with logistics, fulfillment, and inventory teams to resolve service issues
- Oversee FAQ management and customer self-service tools
- Train agents on product knowledge, tone, and return policies
- Analyze support volume and trends to anticipate seasonal spikes
Requirements
Hard skills
- Familiarity with e-commerce platforms (e.g., Shopify, Magento) and CRM tools
- Experience with support analytics and multichannel customer service systems
- Understanding of returns, refunds, and shipping workflows
Soft skills
- Empathetic communication and conflict resolution
- High attention to detail and organization
- Agile leadership in fast-paced environments
Education
- Bachelor’s degree in business, retail management, or communications
Certifications
- None required
Preferred Qualifications
- Experience supporting online DTC (direct-to-consumer) brands
- Background in fulfillment or warehouse coordination is a plus
Technical Support Manager
Position Overview
A technical support manager oversees teams that assist customers with complex software, hardware, or systems-related issues. This role balances technical knowledge with service leadership to ensure timely, accurate resolutions and positive user experiences.
Responsibilities
- Lead technical support staff in resolving user-reported issues and escalations
- Define and maintain SLAs for technical response and resolution
- Manage support documentation, FAQs, and knowledge base accuracy
- Collaborate with engineering or QA to address bugs and recurring issues
- Analyze support data to improve response time and issue resolution
- Provide training on new products, updates, and technical troubleshooting
Requirements
Hard skills
- Deep understanding of the supported platform or technology stack
- Proficiency with ticketing and remote troubleshooting tools
- Knowledge of product support workflows and customer success alignment
Soft skills
- Strong leadership under pressure
- Analytical problem-solving ability
- Clear technical communication
Education
- Bachelor’s degree in computer science, engineering, or related field
Certifications
- Certifications relevant to supported products or systems are preferred
Preferred Qualifications
- Experience leading support for SaaS, IoT, or enterprise software
- Familiarity with support KPIs such as time to resolution or bug recurrence rate