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The differences between customer service team leads and senior customer service specialists can be seen in a few details. Each job has different responsibilities and duties. It typically takes 6-12 months to become both a customer service team lead and a senior customer service specialist. Additionally, a customer service team lead has an average salary of $36,623, which is higher than the $35,466 average annual salary of a senior customer service specialist.
The top three skills for a customer service team lead include HR, inbound calls and product knowledge. The most important skills for a senior customer service specialist are client facing, customer support, and inbound calls.
| Customer Service Team Lead | Senior Customer Service Specialist | |
| Yearly salary | $36,623 | $35,466 |
| Hourly rate | $17.61 | $17.05 |
| Growth rate | -4% | -4% |
| Number of jobs | 249,105 | 219,308 |
| Job satisfaction | - | - |
| Most common degree | Bachelor's Degree, 42% | Bachelor's Degree, 50% |
| Average age | 40 | 40 |
| Years of experience | 12 | 12 |
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.
Senior Customer Service Specialists perform directly around customers in a company. They are typically needed to answer customers' requests, respond to an inquiry, and resolve issues and complaints. Their duties may include data entry, file keeping, and general paperwork. Also, they supervise some representatives, monitor their progress, and serve as their mentors. Candidates for the position must have strong communication skills, analytical, and computer savvy. Additionally, they must possess relevant experience as a junior customer service representative and have excellent leadership skills.
Customer service team leads and senior customer service specialists have different pay scales, as shown below.
| Customer Service Team Lead | Senior Customer Service Specialist | |
| Average salary | $36,623 | $35,466 |
| Salary range | Between $28,000 And $47,000 | Between $29,000 And $41,000 |
| Highest paying City | Baltimore, MD | - |
| Highest paying state | Rhode Island | - |
| Best paying company | Santander Bank | - |
| Best paying industry | Insurance | - |
There are a few differences between a customer service team lead and a senior customer service specialist in terms of educational background:
| Customer Service Team Lead | Senior Customer Service Specialist | |
| Most common degree | Bachelor's Degree, 42% | Bachelor's Degree, 50% |
| Most common major | Business | Business |
| Most common college | - | - |
Here are the differences between customer service team leads' and senior customer service specialists' demographics:
| Customer Service Team Lead | Senior Customer Service Specialist | |
| Average age | 40 | 40 |
| Gender ratio | Male, 35.2% Female, 64.8% | Male, 30.7% Female, 69.3% |
| Race ratio | 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% | Black or African American, 11.4% Unknown, 5.4% Hispanic or Latino, 19.8% Asian, 7.6% White, 55.1% American Indian and Alaska Native, 0.7% |
| LGBT Percentage | 7% | 7% |