Customer service leader vs customer service director

The differences between customer service leaders and customer service directors can be seen in a few details. Each job has different responsibilities and duties. It typically takes 4-6 years to become both a customer service leader and a customer service director. Additionally, a customer service director has an average salary of $134,962, which is higher than the $33,791 average annual salary of a customer service leader.

The top three skills for a customer service leader include POS, sales floor and store management. The most important skills for a customer service director are customer satisfaction, customer support, and continuous improvement.

Customer service leader vs customer service director overview

	Customer Service Leader	Customer Service Director
Yearly salary	$33,791	$134,962
Hourly rate	$16.25	$64.89
Growth rate	-4%	6%
Number of jobs	301,338	158,016
Job satisfaction	-	-
Most common degree	Bachelor's Degree, 39%	Bachelor's Degree, 69%
Average age	47	47
Years of experience	6	6

What does a customer service leader do?

A customer service leader is responsible for managing a group of customer service staff to provide the best customer service for the company's clients, ensuring immediate action and resolution for all their inquiries and concerns. Customer service leaders regularly offer coaching opportunities for the team, identify their challenges, and provide strategic procedures to improve their interaction with the customers. They also help senior management search for business opportunities that would drive more revenue for the company and achieve profitability goals.

What does a customer service director do?

A customer service director is primarily in charge of spearheading and overseeing the efforts in customer service operations. It is their duty to establish goals and guidelines that will usher the workforce in building strong and positive relationships with clients, develop strategies to optimize procedures, identify the strengths and weaknesses of current processes, implement solutions, and conduct research to find new business and client opportunities. Furthermore, as a director, it is essential to lead and encourage the workforce to reach goals, all while implementing the company's policies and regulations.

Customer service leader vs customer service director salary

Customer service leaders and customer service directors have different pay scales, as shown below.

	Customer Service Leader	Customer Service Director
Average salary	$33,791	$134,962
Salary range	Between $27,000 And $41,000	Between $94,000 And $191,000
Highest paying City	Tacoma, WA	Olympia, WA
Highest paying state	Washington	Washington
Best paying company	University of California, Berkeley	VMware
Best paying industry	Transportation	Health Care

Differences between customer service leader and customer service director education

There are a few differences between a customer service leader and a customer service director in terms of educational background:

	Customer Service Leader	Customer Service Director
Most common degree	Bachelor's Degree, 39%	Bachelor's Degree, 69%
Most common major	Business	Business
Most common college	California State University - Bakersfield	California State University - Bakersfield

Customer service leader vs customer service director demographics

Here are the differences between customer service leaders' and customer service directors' demographics:

	Customer Service Leader	Customer Service Director
Average age	47	47
Gender ratio	Male, 32.9% Female, 67.1%	Male, 55.0% Female, 45.0%
Race ratio	Black or African American, 10.6% Unknown, 4.7% Hispanic or Latino, 18.9% Asian, 5.3% White, 59.9% American Indian and Alaska Native, 0.6%	Black or African American, 9.6% Unknown, 4.8% Hispanic or Latino, 18.2% Asian, 5.9% White, 60.7% American Indian and Alaska Native, 0.7%
LGBT Percentage	8%	8%

Differences between customer service leader and customer service director duties and responsibilities

Customer service leader example responsibilities.

Interact extensively with customers to achieve timely issue resolution while maintaining high standards for dock organization and cleanliness.
Use of multiple computer programs like word, excel, PowerPoint, PowerBooks, spreadsheets, etc.
Assist owner with the testing and implementation of retail POS system; establish inventory, pricing, and hot key entry.
Maintain current knowledge of Kansas Medicaid guidelines and claims processing regulations.
Accommodate the medical needs of Medicaid and Molina beneficiaries within the immigrant community.
Provide training to client base including operating procedural upgrades to meet ISO certification standards.

Customer service director example 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.
Work with medicare and medicaid.
Identify serious flaws in ERP set-up and thus metrics used to guide the company.

Customer service leader vs customer service director skills

Common customer service leader skills

POS, 11%
Sales Floor, 10%
Store Management, 9%
Product Knowledge, 9%
Strong Customer Service, 7%
Customer Transactions, 6%

Common customer service director skills

Customer Satisfaction, 14%
Customer Support, 6%
Continuous Improvement, 6%
CRM, 4%
Project Management, 4%
Employee Development, 4%

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Customer Service Leader
Customer Service Leader vs Customer Service Director

Updated January 8, 2025

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