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What is a customer service senior manager and how to become one
Customer service senior managers are responsible for overseeing the day-to-day activities in the customer service department. They communicate with customers via phone, email, or face-to-face in a bid to deliver a comprehensive service. They also manage the customers' accounts and communicate with internal teams to discuss sales targets. Customer service senior managers earn a median sum of $102,000 annually or $49 per hour.
Customer service senior managers create effective customer service procedures, policies, and standards, maintain accurate records, and document all customer service activities and discussions. They manage the customer service department's approved budget and stay informed on the latest industry techniques and methods. They also hire and train new customer agents, and as such, they need a good understanding of management practices and processes.
To become a customer service manager, it will help to have a bachelor's degree in business administration or a related field and some years of proven experience in a customer service position. Employers also mostly require outstanding written and verbal communication skills with excellent leadership and interpersonal skills to boot.
What general advice would you give to a customer service senior manager?
Yeqiang Lin Ph.D.
Interim Department Head & Associate Professor, California Polytechnic State University-San Luis Obispo
Avg. Salary $118,898
Avg. Salary $59,228
Growth rate 6%
Growth rate 0.3%
American Indian and Alaska Native 0.67%
Asian 6.16%
Black or African American 9.70%
Hispanic or Latino 17.52%
Unknown 4.87%
White 61.09%
Genderfemale 48.53%
male 51.47%
Age - 48American Indian and Alaska Native 3.00%
Asian 7.00%
Black or African American 14.00%
Hispanic or Latino 19.00%
White 57.00%
Genderfemale 47.00%
male 53.00%
Age - 48Stress level is high
7.1 - high
Complexity level is advanced
7 - challenging
Work life balance is fair
6.4 - fair
Customer service senior manager career paths
Key steps to become a customer service senior manager
Explore customer service senior manager education requirements
Start to develop specific customer service senior manager skills
Skills Percentages CRM 11.60% Project Management 7.58% KPIs 6.61% Business Development 6.00% Continuous Improvement 4.49% Complete relevant customer service senior manager training and internships
Accountants spend an average of 6-12 months on post-employment, on-the-job training. New customer service senior 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 service senior manager based on U.S. Bureau of Labor Statistics data and data from real customer service senior manager resumes.Research customer service senior manager duties and responsibilities
- Work within standing orders to help patients effectively manage their diabetes though medications and other specialty consultations.
- Present information to upper management and key leaders in the organization via PowerPoint and teleconference services that are engaging and forward-thinking.
- Maximize QA throughput by automating all QA administrative tasks.
- Develop and manage sales/customer service agents by monitoring productivity, quality and adherence using KPI's.
Get customer service senior manager experience
Generally, it takes 4-6 years to become a customer service senior manager. The most common roles before becoming a customer service senior manager include customer service manager, customer service representative team lead and customer service supervisor.Apply for customer service senior manager jobs
Now it's time to start searching for a customer service senior manager job. Consider the tips below for a successful job search:
- Browse job boards for relevant postings
- Consult your professional network
- Reach out to companies you're interested in working for directly
- Watch out for job scams
How did you land your first customer service senior manager job
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Average customer service senior manager salary
The average customer service senior manager salary in the United States is $118,898 per year or $57 per hour. Customer service senior manager salaries range between $70,000 and $200,000 per year.
What am I worth?
How do customer service senior managers rate their job?
Customer service senior manager reviews
Supporting and interacting with the customers
I don’t like escalations from the customers
Positions cares such important function as a customer advocacy and customer servant
Operations never stops, its always up and running and you have to be available at any time
Good for the start, but not more than a year as I think.
Updated January 8, 2025
