What is a customer care manager and how to become one

Updated January 8, 2025

5 min read

Quoted Expert

Yeqiang Lin Ph.D.

A customer care manager oversees the customer service operations of a company. They address customer inquiries, complaints, and issues promptly and satisfactorily. Customer care managers establish policies, train representatives, and monitor customer satisfaction. They also analyze data to identify areas for improvement and implement strategies to enhance customer experience. Additionally, they collaborate with other departments to meet customers' expectations. A customer care manager maintains a positive relationship between a company and its customers.

What general advice would you give to a Customer Care Manager?

Yeqiang Lin Ph.D.

Interim Department Head & Associate Professor, California Polytechnic State University-San Luis Obispo

For a graduate beginning their career in the experience industry, it's crucial to be adaptable and proactive. The field highly values those who can anticipate customer needs and trends, create memorable experiences, and manage projects efficiently. Emphasize building strong interpersonal and digital communication skills, as these will be essential in networking and in managing diverse teams and clients.

ScoreCustomer Care ManagerUS Average

Salary

3.2

Avg. Salary $41,181

Avg. Salary $59,228

Stability Level

8.0

Growth Rate 8%

Growth Rate 0.3%

Diversity

4.4

Race

American Indian and Alaska Native 0.66%

Asian 5.72%

Black or African American 10.34%

Hispanic or Latino 18.22%

Unknown 4.80%

White 60.26%

Gender

female 61.92%

male 38.08%

Age - 48

Race

American Indian and Alaska Native 3.00%

Asian 7.00%

Black or African American 14.00%

Hispanic or Latino 19.00%

White 57.00%

Gender

female 47.00%

male 53.00%

Age - 48

Stress Level

8.0

Stress level is high

7.1 - high

Complexity Level

8.7

Complexity Level is advanced

7 - challenging

Work Life Balance

6.2

Work Life balance is fair

6.4 - fair

What are the pros and cons of being a Customer Care Manager?

Pros

Possibility for advancement within the company
Competitive salary and benefits packages
Flexibility in work schedule and location
Opportunity for remote work
Chance to build strong relationships with customers

Cons

Limited autonomy in decision-making process
High turnover rate due to burnout or stress
Pressure to meet performance metrics and targets
Working in a fast-paced environment can be exhausting
Can be emotionally draining to deal with customer complaints on a daily basis

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Key steps to become a customer care manager

Explore customer care manager education requirements

Most common customer care manager degrees

Bachelor's

59.4 %

Associate

17.5 %

Master's

11.8 %

Start to develop specific customer care manager skills

Skills	Percentages
Patients	16.19%
Home Health	11.60%
Social Work	10.86%
Community Resources	7.94%
Discharge Planning	6.06%

Complete relevant customer care manager training and internships

Accountants spend an average of 6-12 months on post-employment, on-the-job training. New customer care managers learn the skills and techniques required for their job and employer during this time. The chart below shows how long it takes to gain competency as a customer care manager based on U.S. Bureau of Labor Statistics data and data from real customer care manager resumes.

Research customer care manager duties and responsibilities

Create and manage department documentation to meet ISO and FDA regulations.
Manage and complete projects that are assigned to the CSM group.
Plan, organize and manage all Medicare and Medicaid call center activities.
Manage relationships with vendors including, vendor selection, contract negotiations, escalations and SLA oversight and remediation.

Prepare your customer care manager resume

When your background is strong enough, you can start writing your customer care manager resume.

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