How to hire a customer support executive

How to hire a customer support executive, step by step

Here's a step-by-step customer support executive 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 support executive job description
• Step 5: Post your job
• Step 6: Interview candidates
• Step 7: Send a job offer and onboard your new customer support executive
• Step 8: Go through the hiring process checklist

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1. Identify your hiring needs

   Before you start hiring a customer support executive, identify what type of worker you actually need. Certain positions might call for a full-time employee, while others can be done by a part-time worker or contractor.

   Determine employee vs contractor status

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

   Yes

   No

   A customer support executive's background is also an important factor in determining whether they'll be a good fit for the position. For example, customer support executives from different industries or fields will have radically different experiences and will bring different viewpoints to the role. You also need to consider the candidate's previous level of experience to make sure they'll be comfortable with the job's level of seniority.

   This list shows salaries for various types of customer support executives.

   Type of Customer Support Executive	Description	Hourly rate
   Customer Support Executive	Customer service representatives interact with customers to handle complaints, process orders, and provide information about an organization’s products and services.	$11-45
   Support	A support employee is responsible for assisting the business operations and responding to customers' inquiries and concerns regarding its goods and services. Support logs all customers' interaction and escalates potential complaints to the appropriate department... Show more	$11-25
   Customer Liaison	Customer liaisons are professionals who act as the focal point to deal with customer problems, questions, or concerns by coordinating with the proper company personnel to provide accurate answers for them. They are required to handle inbound calls to resolve immediate issues while providing excellent customer service to members... Show more	$14-51

   Show more

2. Create an ideal candidate profile

   Common skills:

   • Customer Support
   • Customer Satisfaction
   • Post Sales
   • Customer Calls
   • Customer Issues
   • Windows
   • Customer Queries
   • UK
   • Customer Complaints
   • Troubleshoot
   • Inbound Calls
   • Customer Care
   • LAN
   • Management System

   Check all skills

   Responsibilities:

   • Manage high volume weekly consultant payroll using PeopleSoft.
   • Support an inventory logistics application develop by the company and used by various companies to track inventory in warehouses.
   • Access electronic and paper cataloging systems to look up product information and availability.

3. Make a budget

   Including a salary range in your customer support executive job description is one of the best ways to attract top talent. A customer support executive can vary based on:

   • Location. For example, customer support executives' average salary in wyoming is 63% less than in district of columbia.
   • Seniority. Entry-level customer support executives 76% less than senior-level customer support executives.
   • Certifications. A customer support executive with certifications usually earns a higher salary.
   • Company. Working for an established firm or a new start-up company can make a big difference in a customer support executive's salary.

   Average customer support executive salary

   $47,385yearly

   $22.78 hourly rate

   ---

   Entry-level customer support executive salary

   $23,000 yearly salary

   Updated December 19, 2025

4. Writing a customer support executive job description

   A good customer support executive 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 support executive job description:

   Customer support executive job description example

   At ExecOnline, we believe that leaders are within us and among us, which is why we strive to inspire others by creating a future-forward path. Our mission? To connect
   all leaders to their future potential. In partnership with the world's top business schools, we deliver career-enhancing programs for leaders and meaningful impact for enterprises. We're growing rapidly, and we're hiring passionate, diverse, mission-driven talent to grow with us. Tier 1 Customer Support — German is a remote-based contractor who is motivated to provide quick and effective service to worldwide participants in our online leadership development programs. This person champions customer happiness, satisfaction, and success through patience, understanding, and product and technical know-how.
   
   We have availability during time blocks 24 hours a day, 7 days a week. We currently have specific need for coverage during 3:00 - 9:00 p.m. ET weekdays. Weekends are possible.
   
   You will serve as a point of contact for our clients with questions about their online learning experience, including providing solutions for technical issues and logistical and administrative matters.
   
   Our Agents communicate with high-level executives from premier companies all over the world, and candidates must exude professionalism and possess strong written communication skills. Our Agents are provided onboarding and ongoing training, resource materials, and the tools they need to be effective.
   
   Experience working customer support for executives or businesses is highly valued. Work in a SaaS/product or application setting, Salesforce or similar CRM, website backend/ administrative interfaces, and help desk software is highly valued.
   
   Hours for this role are flexible, with preference given to daytime and evening availability (based on US Eastern Time) and will vary over the year based on the ExecOnline program schedule. Work volume will equate to ~10 hours per week with the likelihood of growth over time . While there will be an opportunity to take on additional hours based on volume. Candidates must be located and authorized to work in the US. What you will do: Enthusiastically support clients with their tech, logistical, and other needs via email, chat, phone, and web-based tools. Accurately identify and troubleshoot technical and non-technical issues in a timely manner for a global set of users with diverse environments and scenarios Promptly escalate more complex problems to appropriate internal team members Demonstrate a familiarity with standard concepts, practices, and procedures of our programs, learning content. and technical products (with training) Continuously endeavor to improve the quality of our support and service, both internally and externally Monitor live online video conferencing events and provide live immediate assistance to participants What you need to succeed: 1-3 years of work experience, preferably with a SaaS company or a product/technology division Poise and professionalism to respond to high-level executives from around the world; executive support experience is a plus Strong communication skills—written and verbal—that recognizes and adapts to the wide range of ExecOnline participants. Be well versed and comfortable with email, phone, and video (if needed) etiquette in potentially challenging or urgent situations Familiarity with Salesforce (or other CRM), website backend/administrative interfaces (e.g. Wordpress/Rails Admin), cloud-based tools, and exposure to help desk software. Outstanding task management skills across a varied set of responsibilities in a fast paced, high volume environment To apply for this position, please submit a copy of your resume, brief cover letter (including how you heard about us), and an address to your LinkedIn profile. Candidates must be located and authorized to work in the US. Please note, as a contractor you are not eligible to enroll in ExecOnline's employee benefits program. Benefits, Perks, and Resources: Accelerate your career: take any of our high-impact courses, for free You'll receive stock options in our fast-growing company, as well as access to a 401(k) to invest in your future Thrive beyond work with 20 days of PTO, generous parental leave, paid holidays, and flexible work arrangements Comprehensive wellness benefits: high-quality, low-cost medical, dental, and vision plans, in addition to other wellness offerings Community & Belonging: Our Employee Resource groups bring together employees with shared characteristics or life experiences Commitment to diversity, equity, and inclusion is our ethos. We take diversity in hiring seriously, and encourage you to apply, even if you don't meet every bullet point to a "T." If you have a disability, or any other need that requires an accommodation, please reach out to the recruiting team - we're happy to help!

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5. Post your job

   There are various strategies that you can use to find the right customer support executive 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 support executive job on Zippia to find and recruit customer support executive candidates who meet your exact specifications.
   • Use field-specific websites.
   • Post a job on free websites.

6. Interview candidates

   Recruiting customer support executives requires you to bring your A-game to the interview process. The first interview should introduce the company and the role to the candidate as much as they present their background experience and reasons for applying for the job. During later interviews, you can go into more detail about the technical details of the job and ask behavioral questions to gauge how they'd fit into your current company culture.

   You should also ask about candidates' unique skills and talents to see if they match the ideal candidate profile you developed earlier. Candidates good enough for the next step can complete 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 support executive

   Once you have selected a candidate for the customer support executive position, it is time to create an offer letter. In addition to salary, the offer letter should include details about benefits and perks that are available to the employee. Ensuring your offer is competitive is vital, as qualified candidates may be considering other job opportunities. The candidate may wish to negotiate the terms of the offer, and it is important to be open to discussion and reach a mutually beneficial agreement. After the offer has been accepted, it is a good idea to formalize the agreement with a contract.

   It's equally important to follow up with applicants who don't get the job with an email letting them know that the position has been filled.

   To prepare for the new customer support executive 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.)

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