How to hire a customer service senior manager

How to hire a customer service senior manager, step by step

Here's a step-by-step customer service senior manager hiring guide:

• Step 1: Identify your hiring needs
• Step 2: Create an ideal candidate profile
• Step 3: Make a budget
• Step 4: Write a customer service senior manager job description
• Step 5: Post your job
• Step 6: Interview candidates
• Step 7: Send a job offer and onboard your new customer service senior manager
• Step 8: Go through the hiring process checklist

What does a customer service senior manager do?

Post a customer service senior manager job for free, promote it for a fee

Post free

1. Identify your hiring needs

   First, determine the employments status of the customer service senior manager you need to hire. Certain customer service senior manager roles might require a full-time employee, whereas others can be done by part-time workers or contractors.

   Determine employee vs contractor status

   Is the person you're thinking of hiring a US citizen or green card holder?

   Yes

   No

   Hiring the perfect customer service senior manager also involves considering the ideal background you'd like them to have. Depending on what industry or field they have experience in, they'll bring different skills to the job. It's also important to consider what levels of seniority and education the job requires and what kind of salary such a candidate would likely demand.

   Here's a comparison of customer service senior manager salaries for various roles:

   Type of Customer Service Senior Manager	Description	Hourly rate
   Customer Service Senior Manager		$33-96
   Team Manager	Team managers primarily manage the daily activities of their members. Their role includes setting targets, implementing guidelines, and supporting employees to solve any issues that may arise... Show more	$21-73
   Client Service Supervisor	A client service supervisor oversees and spearheads the efforts put into providing an efficient service to clients. They are primarily in charge of managing a company's client service team, monitoring their progress to ensure a smooth workflow and client satisfaction... Show more	$16-32

   Show more

2. Create an ideal candidate profile

   Common skills:

   • CRM
   • Project Management
   • KPIs
   • Business Development
   • Continuous Improvement
   • Process Improvement
   • SR
   • Logistics
   • Customer Care
   • Customer Feedback
   • Employee Engagement
   • Customer Satisfaction
   • Performance Management
   • Customer Orders

   Check all skills

   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.

   More customer service senior manager duties

3. Make a budget

   Including a salary range in your customer service senior manager job description helps attract top candidates to the position. A customer service senior manager salary can be affected by several factors, such as geography, experience, seniority, certifications, and the prestige of the hiring company.

   For example, the average salary for a customer service senior manager in Arkansas may be lower than in Washington, and an entry-level customer service senior manager usually earns less than a senior-level customer service senior manager. Additionally, a customer service senior manager with certifications may command a higher salary, and working for a well-known company or start-up may also impact an employee's pay.

   Average customer service senior manager salary

   $118,898yearly

   $57.16 hourly rate

   ---

   Entry-level customer service senior manager salary

   $70,000 yearly salary

   Updated January 20, 2026

   Average customer service senior manager salary by state

   Rank	State	Avg. salary	Hourly rate
   1	Washington	$136,702	$66
   2	District of Columbia	$134,960	$65
   3	Maryland	$126,929	$61
   4	Connecticut	$125,656	$60
   5	Illinois	$125,261	$60
   6	New York	$125,117	$60
   7	Minnesota	$124,409	$60
   8	California	$123,127	$59
   9	Michigan	$115,360	$55
   10	Pennsylvania	$111,913	$54
   11	Wisconsin	$110,765	$53
   12	Massachusetts	$108,500	$52
   13	Ohio	$107,662	$52
   14	Virginia	$101,959	$49
   15	Missouri	$101,838	$49
   16	Texas	$99,350	$48
   17	Colorado	$97,103	$47
   18	North Carolina	$94,108	$45
   19	Georgia	$89,167	$43
   20	Indiana	$89,022	$43

   Average customer service senior manager salary by company

   Company

   Rank	Company	Average salary	Hourly rate	Job openings
   1	Accenture	$163,321	$78.52	1,260
   2	Amazon	$150,993	$72.59	406
   3	Pwc	$150,760	$72.48	1,168
   4	ServiceNow	$150,206	$72.21	20
   5	Grainger	$146,757	$70.56	5
   6	Citi	$143,698	$69.09	8
   7	Gilead Sciences	$139,659	$67.14	21
   8	Deloitte	$139,065	$66.86	1,655
   9	Salesforce	$138,956	$66.81	95
   10	Signature Technicair	$134,551	$64.69
   11	Ericsson	$131,061	$63.01
   12	AmerisourceBergen	$129,138	$62.09
   13	Adobe	$126,255	$60.70	44
   14	Crowe	$120,658	$58.01	5
   15	Carrier	$120,076	$57.73	10
   16	Fresenius Medical Care North America Holdings Limited Partnership	$119,030	$57.23	1
   17	Tableau	$116,232	$55.88
   18	Avient	$106,346	$51.13
   19	Marathon Equipment	$105,035	$50.50
   20	UC Merced	$104,646	$50.31

4. Writing a customer service senior manager job description

   A good customer service senior manager job description should include a few things:

   • Summary of the role
   • List of responsibilities
   • Required skills and experience

   Including a salary range and the first name of the hiring manager is also appreciated by candidates. Here's an example of a customer service senior manager job description:

   Customer service senior manager job description example

   As the Senior Manager of Logistics and Customer Service you will lead the strategy and execution of complex North American business operations across Stationery, Lighters, and Shavers. This person will lead the transformation from transactional and reactive Logistics and Customer Service Operations to a step change in terms of strong execution and driving differentiated customer experience leading the competitive advantage to the company.
   
   In this role, you are a People Manager and will lead the functional team of thirty+ employees and contracted teams in 3PL functions. This position oversees all aspects of customer service, transportation, and 3PL warehousing performance. You will be responsible for developing framework and structure around managing key accounts such as Walmart, Dollar General, Target, Amazon, Staples, etc. while striving for best in class within the industry.
   
   This position is a key liaison with the North America Commercial teams including Sales, Business Development, Marketing, and other customer-facing functions. This position has the potential to significantly impact the perception while driving positive change through collaboration. This role is expected to uncover and respond to key marketplace developments, trends, opportunities, and advance collaborative action plans to proactively address key customer initiatives in disrupted supply chain. This individual needs a strong understand and true passion for achieving the highest level of customer experience. This position will bring an outside perspective to the team and strive for the perfect order, and net promoter score by significantly reducing the customer effort and cost.
   Main Responsibilities:
   
   Strategy - Develop Logistics and Customer Service Strategy and transformation roadmap in liaison with Commercial. Evaluate insourcing vs Outsourcing decisions. Develop differentiated Customer Experience.
   
   People Management - Be a coach to build a high performing team skilled in driving Customer value. Develops team assessing and managing performance including the external 3PL teams. Develops talent within the department and supply chain, and fosters a collaborative, productive and safe environment. Empower employees to take responsibility for their jobs and goals. Delegate responsibility and expect accountability and regular feedback.
   
   External Relationships - Drives best in class performance with 3PL operations and transportation in a disrupted inflationary environment. Drives cost savings across NA footprint including a collaborative effort with our Mexico Operations. Works closely with Procurement to conduct regular Quarterly Business reviews and builds accountability.
   
   Strong Execution - Drives strong execution of Daily, Weekly, and Monthly targets to deliver efficient Order-to-Cash process; Drive Logistics Execution to eliminate penalties, Drive OTIF beyond 90% from 55% currently by significantly reducing penalties
   
   Participates in and leads key projects, drives change within team, performs analytics, manages projects, identifies, and executes improvement opportunities.
   
   Collaborates with the Commercial Team and works hand-in-hand to drive joint solutions with Customers.
   
   Maintain operational excellence as the passing grade and inspire your team to improve everyday
   
   Drives safety and sustainability culture across the function. Focusses on Carbon Footprint reduction and drives BIC's corporate image of Quality
   
   Drives improvement project with transformation team to improve System and Tools such as OMS, WMS, TMS and Last Mile Visibility
   
   Review procedures and policies and determine relevant changes related to department standards.
   
   Consciously create a workplace culture that is consistent with the overall organization's and that emphasizes the identified mission, vision, guiding principles, and values of the organization.
   
   P&L Responsibility: Manages the budget and accrual processes, and reviews monthly to identify trends and implement corrective action as required.

   Copy this example

   

5. Post your job

   There are various strategies that you can use to find the right customer service senior manager for your business:

   • Consider promoting from within or recruiting from your existing workforce.
   • Ask for referrals from friends, family members, and current employees.
   • Attend job fairs at local colleges to find candidates who meet your education requirements.
   • Use social media platforms like LinkedIn, Facebook, and Twitter to reach potential job candidates.

   Post your job online:

   • Post your customer service senior manager job on Zippia to find and recruit customer service senior manager candidates who meet your exact specifications.
   • Use field-specific websites.
   • Post a job on free websites.

6. Interview candidates

   To successfully recruit customer service senior managers, your first interview needs to engage with candidates to learn about their interest in the role and experience in the field. You can go into more detail about the company, the role, and the responsibilities during follow-up interviews.

   Remember to include a few questions that allow candidates to expand on their strengths in their own words. Asking about their unique skills might reveal things you'd miss otherwise. At this point, good candidates can move on to the technical interview.

   The right interview questions can help you assess a candidate's hard skills, behavioral intelligence, and soft skills.

7. Send a job offer and onboard your new customer service senior manager

   Once you've decided on a perfect customer service senior manager candidate, it's time to write an offer letter. In addition to salary, it should include benefits and perks available to the employee. Qualified candidates may be considered for other positions, so make sure your offer is competitive. Candidates may wish to negotiate. Once you've settled on the details, formalize your agreement with a contract.

   It's also good etiquette to follow up with applicants who don't get the job by sending them an email letting them know that the position has been filled.

   To prepare for the new customer service senior manager first day, you should share an onboarding schedule with them that covers their first period on the job. You should also quickly complete any necessary paperwork, such as employee action forms and onboarding documents like I-9, benefits enrollment, and federal and state tax forms. Finally, Human Resources must ensure a new employee file is created for internal record keeping.

8. Go through the hiring process checklist

   • Determine employee type (full-time, part-time, contractor, etc.)
   • Submit a job requisition form to the HR department
   • Define job responsibilities and requirements
   • Establish budget and timeline
   • Determine hiring decision makers for the role
   • Write job description
   • Post job on job boards, company website, etc.
   • Promote the job internally
   • Process applications through applicant tracking system
   • Review resumes and cover letters
   • Shortlist candidates for screening
   • Hold phone/virtual interview screening with first round of candidates
   • Conduct in-person interviews with top candidates from first round
   • Score candidates based on weighted criteria (e.g., experience, education, background, cultural fit, skill set, etc.)
   • Conduct background checks on top candidates
   • Check references of top candidates
   • Consult with HR and hiring decision makers on job offer specifics
   • Extend offer to top candidate(s)
   • Receive formal job offer acceptance and signed employment contract
   • Inform other candidates that the position has been filled
   • Set and communicate onboarding schedule to new hire(s)
   • Complete new hire paperwork (i9, benefits enrollment, tax forms, etc.)

   Sign up to download full list

   Sign up

How much does it cost to hire a customer service senior manager?