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The differences between customer service team managers and customer service team leads can be seen in a few details. Each job has different responsibilities and duties. While it typically takes 4-6 years to become a customer service team manager, becoming a customer service team lead takes usually requires 6-12 months. Additionally, a customer service team manager has an average salary of $37,896, which is higher than the $36,623 average annual salary of a customer service team lead.
The top three skills for a customer service team manager include training programs, customer support and technical support. The most important skills for a customer service team lead are HR, inbound calls, and product knowledge.
| Customer Service Team Manager | Customer Service Team Lead | |
| Yearly salary | $37,896 | $36,623 |
| Hourly rate | $18.22 | $17.61 |
| Growth rate | 6% | -4% |
| Number of jobs | 80,343 | 249,105 |
| Job satisfaction | - | - |
| Most common degree | Bachelor's Degree, 59% | Bachelor's Degree, 42% |
| Average age | 47 | 40 |
| Years of experience | 6 | 12 |
A customer service team manager oversees the daily operations of a customer service team, ensuring efficiency and client satisfaction. They are in charge of setting objectives and guidelines, managing employee schedules, delegating responsibilities, training new team members, reviewing daily records, coordinating with supervisors, solving issues and concerns, and assisting team members as necessary. Moreover, as a customer service team manager, it is essential to empower the team to reach goals and enforce company policies and standards.
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.
Customer service team managers and customer service team leads have different pay scales, as shown below.
| Customer Service Team Manager | Customer Service Team Lead | |
| Average salary | $37,896 | $36,623 |
| Salary range | Between $21,000 And $66,000 | Between $28,000 And $47,000 |
| 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 manager and a customer service team lead in terms of educational background:
| Customer Service Team Manager | Customer Service Team Lead | |
| Most common degree | Bachelor's Degree, 59% | Bachelor's Degree, 42% |
| Most common major | Business | Business |
| Most common college | California State University - Bakersfield | - |
Here are the differences between customer service team managers' and customer service team leads' demographics:
| Customer Service Team Manager | Customer Service Team Lead | |
| Average age | 47 | 40 |
| Gender ratio | Male, 47.6% Female, 52.4% | Male, 35.2% Female, 64.8% |
| Race ratio | Black or African American, 9.8% Unknown, 4.7% Hispanic or Latino, 19.0% Asian, 5.3% White, 60.5% American Indian and Alaska Native, 0.6% | 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% |
| LGBT Percentage | 8% | 7% |