How To Become A Customer Service Director: What It Is and Career Path

What is a customer service director and how to become one

Updated January 8, 2025

4 min read

A customer service director oversees the customer service operations of a company, ensuring that customers receive high-quality service. They manage customer service teams, set performance goals, develop training programs, and implement strategies to improve customer satisfaction. They liaise between customers and the company, handling complaints and resolving issues to ensure customer retention. They also analyze customer feedback and data to identify areas for improvement and provide recommendations to senior management.

ScoreCustomer Service DirectorUS Average

Salary

8.5

Avg. Salary $134,962

Avg. Salary $59,228

Stability level

8.0

Growth rate 6%

Growth rate 0.3%

Diversity

4.3

Race

American Indian and Alaska Native 0.66%

Asian 5.94%

Black or African American 9.58%

Hispanic or Latino 18.24%

Unknown 4.84%

White 60.74%

Gender

female 45.02%

male 54.98%

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 service director?

Pros

Opportunity to lead and manage a team
Exposure to different areas of the organization
Ability to develop skills in problem-solving, communication, and conflict resolution
Potential for career advancement within the company
Satisfaction from helping customers and resolving issues

Cons

Constant pressure to meet targets and goals
High-stress environment due to dealing with difficult customers and managing a team
Long working hours and weekend work may be required
Balancing the needs of customers with the needs of the company can be challenging
A lack of control over external factors that impact customer satisfaction, such as product quality or shipping delays.

Key steps to become a customer service director

Explore customer service director education requirements

Most common customer service director degrees

Bachelor's

68.5 %

Associate

14.1 %

Master's

10.5 %

Start to develop specific customer service director skills

Skills	Percentages
Customer Satisfaction	13.55%
Customer Support	6.15%
Continuous Improvement	5.87%
CRM	4.16%
Project Management	3.82%

Complete relevant customer service director training and internships

Accountants spend an average of 6-12 months on post-employment, on-the-job training. New customer service directors 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 service director based on U.S. Bureau of Labor Statistics data and data from real customer service director resumes.

Research customer service director duties and responsibilities

Manage basic call center KPIs as well as worked closely with sales relate to new promotions and issues.
Manage payroll hours to ensure maximum productivity.
Manage domestic and international logistics operations for a plastics manufacturer with 4 warehouses , 2 manufacturing plants and 5 third-party warehouses.
Create ERP system base validation process, diminishing shipping errors to rate of 1 in every 15K lines and 5.3 sigma.

Get customer service director experience

Generally, it takes 4-6 years to become a customer service director. The most common roles before becoming a customer service director include customer service manager, customer service representative team lead and manager.

Prepare your customer service director resume

When your background is strong enough, you can start writing your customer service director resume.

You can use Zippia's AI resume builder to make the resume writing process easier while also making sure that you include key information that hiring managers expect to see on a customer service director resume. You'll find resume tips and examples of skills, responsibilities, and summaries, all provided by Zippi, your career sidekick.

Choose from 10+ customizable customer service director resume templates

Build a professional customer service director resume in minutes. Browse through our resume examples to identify the best way to word your resume. Then choose from 10+ resume templates to create your customer service director resume.