Customer Support Manager Job Description

A Customer Support Manager’s role is to ensure a business’ customers receive outstanding support and all their needs are met. This may involve creating customer support policies and procedures for staff to adhere to, training and observing employees and assisting unsatisfied customers. Customer Support Managers oversee the customer support department’s day-to-day functions.

Customer Support Managers supervise Customer Support Agents and report to a general manager, thus making them middle-management level officers. The Bureau of Labor Statistics does not have statistics for Customer Support Managers, but they do report a job growth rate of 8 percent through 2024 for Administrative Services Managers. Because of the similar nature of the professions, Customer Support Managers can expect to see a similar job growth in their field which will result in 23,500 new jobs during this period.

 

Customer Support Manager Duties and Responsibilities 

A Customer Support Manager has many duties and responsibilities. Although specific positions will dictate a Customer Support Manager’s undertakings, there are several primary responsibilities common to this occupation. A review of current job listings identified the following main tasks and responsibilities.

Establish Customer Support Practices

Customer Support Managers are responsible for creating policies and procedures for their staff. To ensure customers receive excellent and consistent service it is vital that all employees provide the same types of assistance and handle issues in similar manners. The Customer Support Manger must make sure their staff knows the policies and adheres to them at all times.

Hire and Train Employees

The hiring and training of staff usually falls to the judgement of the Customer Support Manager. This may include reviewing applications, conducting interviews, processing new hire paperwork, and providing on the job training or mentoring to new employees.

Analyze Metrics

Customer Support Managers must analyze their support team to establish whether or not all personnel are following the best practices established by the Customer Support Manager. Standardized performance metrics should be established to ensure all employees are judged by the same measurements and criteria. Most Customer Support Managers will have monthly or quarterly metric reviews of their entire staff. Providing consultation and solutions to poor performing staff members is also part of their job.

Defuse Situations

An important part of the Customer Support Manager’s job is defusing situations with unhappy customers. When customers are unable to have their needs satisfactorily met by talking with a Customer Support Agent, it is the job of the Customer Support Manger to take over and attempt to appease the customer. Good mediation skills are important to performing this duty.

 

Customer Support Manager Skills

Customer Support Managers should possess fantastic interpersonal skills and be strong leaders. Staying calm under pressure and having wonderful customer service skills are also important. They should also be excellent communicators both orally and in writing. Employers look for candidates with all of these traits as well as the traits listed here.

Core skills: Based on job listings we looked at, employers want Customer Support Managers with these core skills. If you want to work as a Customer Support Manager, focus on the following.

  • Using Microsoft Office Suite programs
  • Understanding of customer service practices
  • Knowing mediation and conflict resolution techniques
  • Analyzing data

Advanced skills: While most employers did not require the following skills, multiple job listings included them as preferred. Broaden your career options by adding these skills.

  • Experience working in a call center environment
  • Knowledge of call center tracking systems

 

Customer Support Manager Resources

The internet has additional useful sites and resources for those considering a career as a Customer Support Manager. We compiled a list of sites that will inspire, inform and entertain you on your path to becoming a Customer Support Manager.

On the Web 

Customer Service Manager – CSM is a free resource and journal for customer service managers and professionals. Filled with resources, industry related articles and news, it is a wonderful resource for the Customer Support Manager.

Customer Service Institute of America – CSIA is the industry’s leader in providing customer service professionals with certification and online training opportunities.

Customer Support Manager Books

The Art of Support: A Blueprint for Customer Success and Support Organizations – This is a practical guide for new Customer Support Managers looking for the best ways to support their staff and provide support to their client base. With lots of practical tools and the industry best practices, it is a must have for those new to the field of customer support.

Customer Service Management Training 101: Quick and Easy Techniques That Get Great Results – A step-by-step guide to all areas and practices managers of customer service employees need to know to be successful and effective.

Award Winning Customer Service – This book is aimed towards busy managers seeking quick solutions to their customer service problems. Filled with scenarios and real life examples, this book is a great reference for Customer Support Managers.

Industry Groups

National Customer Service Association – NCSA was established to help foster the best standards and experiences for customers and customer service professionals by creating learning opportunities and best practices for those working with customers.

Customer Experience Professionals Association – Founded in 2011, CPXA is a nonprofit organization aimed at getting peers together to share ideas and tips on being successful in the customer experience industry.

International Customer Service Association – ICSA was established in 1981 and has been providing customer service professionals with superb education and training programs since.

 

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