Explore jobs
Find specific jobs
Explore careers
Explore professions
Best companies
Explore companies
The differences between customer service analysts and customer service team leads can be seen in a few details. Each job has different responsibilities and duties. While it typically takes 1-2 years to become a customer service analyst, becoming a customer service team lead takes usually requires 6-12 months. Additionally, a customer service analyst has an average salary of $45,169, which is higher than the $36,623 average annual salary of a customer service team lead.
The top three skills for a customer service analyst include SQL, data analysis and powerpoint. The most important skills for a customer service team lead are HR, inbound calls, and product knowledge.
| Customer Service Analyst | Customer Service Team Lead | |
| Yearly salary | $45,169 | $36,623 |
| Hourly rate | $21.72 | $17.61 |
| Growth rate | 10% | -4% |
| Number of jobs | 151,770 | 249,105 |
| Job satisfaction | - | - |
| Most common degree | Bachelor's Degree, 58% | Bachelor's Degree, 42% |
| Average age | 42 | 40 |
| Years of experience | 2 | 12 |
A customer service analyst's role is to conduct research and analysis on the customer service processes, ensuring profitability and efficiency. Their responsibilities revolve around devising strategies to improve performances and services, identifying consumer needs and opportunities, and maintaining records and databases. A customer service analyst may also respond to calls and inquiries, arrange schedules, and address concerns and issues, resolving them promptly and professionally. Furthermore, it is essential to coordinate with different departments, all while implementing the company's policies and regulations.
A customer service team lead is responsible for managing a group of customer service agents. They monitor their tasks and productivity and report the team's performance to senior management. A customer service team lead provides coaching opportunities for the agents, identifies their challenges, and creates strategic procedures for them. Customer service team leads also respond to customers' inquiries, resolve high-level complaints immediately, and maintain the highest customer satisfaction to build the company's good reputation, generate revenues, and increase profitability.
Customer service analysts and customer service team leads have different pay scales, as shown below.
| Customer Service Analyst | Customer Service Team Lead | |
| Average salary | $45,169 | $36,623 |
| Salary range | Between $25,000 And $79,000 | Between $28,000 And $47,000 |
| Highest paying City | New York, NY | Baltimore, MD |
| Highest paying state | New York | Rhode Island |
| Best paying company | Citi | Santander Bank |
| Best paying industry | Finance | Insurance |
There are a few differences between a customer service analyst and a customer service team lead in terms of educational background:
| Customer Service Analyst | Customer Service Team Lead | |
| Most common degree | Bachelor's Degree, 58% | Bachelor's Degree, 42% |
| Most common major | Business | Business |
| Most common college | Stanford University | - |
Here are the differences between customer service analysts' and customer service team leads' demographics:
| Customer Service Analyst | Customer Service Team Lead | |
| Average age | 42 | 40 |
| Gender ratio | Male, 37.1% Female, 62.9% | Male, 35.2% Female, 64.8% |
| Race ratio | Black or African American, 11.7% Unknown, 5.4% Hispanic or Latino, 16.1% Asian, 10.5% White, 55.9% American Indian and Alaska Native, 0.4% | Black or African American, 12.0% Unknown, 5.3% Hispanic or Latino, 20.1% Asian, 6.9% White, 55.0% American Indian and Alaska Native, 0.7% |
| LGBT Percentage | 11% | 7% |