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

What is a customer service team manager and how to become one

Updated January 8, 2025

4 min read

Quoted experts

Yeqiang Lin Ph.D.,

Kerem Cakirer Ph.D.

Customer service team managers direct and monitor, coach, and review the job performed by customer service staff and other workers. They also ensure that those roles and duties are being served. They are responsible for departmental education and execution as new organizational standards are created. This work may be frustrating when a representative or agent is not able to address escalating consumer complaints.

The precise education criteria vary considerably depending on the employer for this occupation. While a high school diploma or GED is required, many employers may prefer a college degree or experience as customer service supervisors. For this profession, a bachelor's or associate is valuable. Some employers prefer candidates with psychology, accounting, marketing, networking, leadership, and statistical research background.

Customer service team managers usually require more expertise through customer service. Generally, they use their time as a customer service staff member to develop expertise and awareness while acquiring experience. A good customer service team manager should have skills in customer care, staff management, preparation, and workforce relations.

What general advice would you give to a customer service team manager?

Yeqiang Lin Ph.D.

Interim Department Head & Associate Professor, California Polytechnic State University-San Luis Obispo

For a graduate beginning their career in the experience industry, it's crucial to be adaptable and proactive. The field highly values those who can anticipate customer needs and trends, create memorable experiences, and manage projects efficiently. Emphasize building strong interpersonal and digital communication skills, as these will be essential in networking and in managing diverse teams and clients.

ScoreCustomer Service Team ManagerUS Average

Salary

3.0

Avg. Salary $37,896

Avg. Salary $59,228

Stability level

8.0

Growth rate 6%

Growth rate 0.3%

Diversity

4.3

Race

American Indian and Alaska Native 0.64%

Asian 5.27%

Black or African American 9.83%

Hispanic or Latino 19.05%

Unknown 4.73%

White 60.48%

Gender

female 52.40%

male 47.60%

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

Key steps to become a customer service team manager

Explore customer service team manager education requirements

Most common customer service team manager degrees

Bachelor's

58.6 %

Associate

19.5 %

High School Diploma

9.2 %

Start to develop specific customer service team manager skills

Skills	Percentages
Training Programs	10.15%
Customer Support	8.75%
Technical Support	6.41%
Quality Standards	6.19%
Customer Inquiries	5.54%

Complete relevant customer service team manager training and internships

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

Research customer service team manager duties and responsibilities

Manage an embed Facebook executive protection team that provide security and logistical support for a corporate executive and his family.
Analyze QA data to identify trends, compile and present audit results and recommendations to regional/operational leadership.
Liaise between commanders and UAV operators in a tactical command center; decipher needs of leadership and communicate to individual operators.
Train CSRs struggling with company procedures and contribute to significant improvements in their performance.

Apply for customer service team manager jobs

Now it's time to start searching for a customer service team 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 do customer service team managers rate their job?

-/5

5 stars

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1 star

Customer service team manager reviews

A zippia user wrote a review on Aug 2020

Pros

Meting with targets. getting paid more then team mates. Doing parties as a team. fixing the issues of guies.