How to hire a customer support manager

How to hire a customer support manager, step by step

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

What does a customer support manager do?

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1. Identify your hiring needs

   First, determine the employments status of the customer support manager you need to hire. Certain customer support 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 support 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 support manager salaries for various roles:

   Type of Customer Support Manager	Description	Hourly rate
   Customer Support Manager		$30-62
   Office Manager	Office managers oversee the entire workplace. They maintain office processes and services to ensure that everything is running well... Show more	$14-29
   Support Lead	A support lead is typically in charge of overseeing the performance of a technical support team, ensuring efficiency and customer satisfaction. Their responsibilities revolve around assessing the performance of the workforce, resolving complex issues, identifying customer needs and sales opportunities, and training new team members... Show more	$30-56

   Show more

2. Create an ideal candidate profile

   Common skills:

   • Project Management
   • CRM
   • Technical Support
   • Salesforce
   • Account Management
   • Customer Satisfaction
   • Process Improvement
   • SQL
   • Customer Retention
   • Logistics
   • Direct Reports
   • Customer Accounts
   • Post Sales
   • Issue Resolution

   Check all skills

   Responsibilities:

   • Manage global on-boarding program for new and existing SaaS customers.
   • Design, develop and implement internal applications to manage the SaaS and CDN platforms.
   • Manage one-on-one relationship with larger customers and sales reps. set up and test EDI transactions for new customers.
   • Lead the companywide roll-out of a new ticketing system, Zendesk, from evaluation and purchase through implementation.
   • Manage UNIX system support including IBM platform direction, research, sizing, proposals and weekly performance reporting.
   • Manage POS and desktop support help desk function for all of Wendy's company-own restaurants and corporate/field office locations.

   More customer support manager duties

3. Make a budget

   Including a salary range in your customer support manager job description helps attract top candidates to the position. A customer support 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 support manager in South Carolina may be lower than in Washington, and an entry-level customer support manager usually earns less than a senior-level customer support manager. Additionally, a customer support 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 support manager salary

   $91,598yearly

   $44.04 hourly rate

   ---

   Entry-level customer support manager salary

   $64,000 yearly salary

   Updated December 17, 2025

   Average customer support manager salary by state

   Rank	State	Avg. salary	Hourly rate
   1	Washington	$129,653	$62
   2	California	$129,105	$62
   3	Minnesota	$110,539	$53
   4	Illinois	$109,321	$53
   5	District of Columbia	$108,881	$52
   6	New Hampshire	$105,478	$51
   7	Rhode Island	$102,634	$49
   8	New York	$100,052	$48
   9	Massachusetts	$99,390	$48
   10	Maryland	$99,092	$48
   11	Pennsylvania	$95,701	$46
   12	Arizona	$91,839	$44
   13	Colorado	$90,044	$43
   14	Wisconsin	$88,993	$43
   15	Utah	$88,739	$43
   16	North Carolina	$86,914	$42
   17	Oregon	$86,876	$42
   18	Texas	$85,021	$41
   19	Ohio	$82,423	$40
   20	Nevada	$79,692	$38

   Average customer support manager salary by company

   Company

   Rank	Company	Average salary	Hourly rate	Job openings
   1	Amazon	$125,515	$60.34	162
   2	F5	$124,204	$59.71	1
   3	The New York Times Company	$116,484	$56.00
   4	Autodesk	$114,844	$55.21	6
   5	Rubrik	$114,807	$55.20	6
   6	Adobe	$114,715	$55.15	14
   7	Nokia	$113,020	$54.34	1
   8	Vista Equity Partners	$112,893	$54.28	1
   9	Enphase Energy	$112,508	$54.09
   10	TIBCO Software	$110,788	$53.26
   11	Duolingo	$110,527	$53.14
   12	HP	$109,849	$52.81	9
   13	NRG Energy	$109,611	$52.70	1
   14	General Electric	$106,187	$51.05	4
   15	Sharp	$105,646	$50.79	4
   16	The Dow Chemical Company	$105,636	$50.79	3
   17	Kratos Defense & Security Solutions	$102,887	$49.46	1
   18	Intuit	$102,431	$49.25	50
   19	Napster	$101,017	$48.57
   20	Charter Corp.	$100,698	$48.41

4. Writing a customer support manager job description

   A customer support manager job description should include a summary of the role, required skills, and a list of responsibilities. It's also good to include a salary range and the first name of the hiring manager. To help get you started, here's an example of a customer support manager job description:

   Customer support manager job description example

   About the role:
   
   Aurora Solar is a fast-growing Series D company on a mission to create a future of solar energy for all. Aurora makes the software that is enabling society to transition to a world powered by solar power. It's our goal to have every solar installation in the world pass through our software, which has already been used to design millions of solar projects. Named one of “The Best Remote-First Companies To Work for in 2022” by BuiltInSF.com and awarded #1 Solar Software platform by Solar Power World, Aurora is disrupting the energy industry and changing the course of history.
   
   The Manager, Customer Support is accountable for planning, organizing, managing, and delivering quality customer support and driving change in the organization with a continuous improvement mindset. You are a self-motivated leader with a passion in the career development of individuals and excellent customer service. You will provide training to new hires and develop policies and procedures to improve efficiency. You will also work closely with our product and engineering teams to provide feedback and suggestions on product improvements. A successful candidate in this role will great communication skills across internal and external teams, strong organizational skills, and attention to detail.
   
   We are a passionate and diverse team that aspires to be the best place for the best people and we're looking for talented individuals to accelerate our exponential growth as we continue to scale. If you are looking for a stimulating and fulfilling role, come join us!
   
   What you'll do:Help train and develop the team to be proficient in the solar industry, specializing in relevant sub-domains Manage and track metrics for issue resolutions and suggestions for product enhancements.Develop and enforce policies and procedures based on industry standards; ensure proper documentation and adherence to processes and guidelines.Work cross-functionally with other department leaders to ensure that the objectives of the business are being met, outcomes are being delivered, and foster partnership and communication between team members and other areas of the organization.Monitor and drive performance of the team, and prepare relevant reports for senior management.Manage customer and inter-departmental escalations through to a successful resolution.Establish effective processes and practices for knowledge disclosing and communication.
   What we value: 5 years of technical experience supporting b2b SaaS products, with 3+ years at the management level Experience in servicing the solar industry, or other related technical fields Degree in Computer Science, Engineering, or related technical fieldA proven ability to guide teams to achieve targets using standard customer support metrics A blended customer experience approach that combines high professionalism with personal service delivery Experience using customer support and communication software (such as Zendesk, Slack, Zoom, etc.) Outstanding written and verbal communication skills, coupled with a strong appreciation for customers and their success
   Aurora is dedicated to building a diverse and inclusive workforce of people who believe in and are passionate about creating a future of solar energy for all. We are an equal opportunity employer, we welcome and consider qualified applicants regardless of gender identity, sexual orientation, race, religion, age, national origin, citizenship, pregnancy status, veteran status, or any other differences. We encourage you to apply even if you believe that you do not meet all of the above criteria!
   
   For San Francisco applicants: Pursuant to the San Francisco Fair Chance Ordinance, we will consider qualified applicants with arrest and conviction records for employment.

   Copy this example

   

5. Post your job

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

6. Interview candidates

   Your first interview with customer support manager candidates should focus on their interest in the role and background experience. As the hiring process goes on, you can learn more about how they'd fit into the company culture in later rounds of interviews.

   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 manager

   Once you've found the customer support manager candidate you'd like to hire, it's time to write an offer letter. This should include an explicit job offer that includes the salary and the details of any other perks. Qualified candidates might be looking at multiple positions, so your offer must be competitive if you like the candidate. Also, be prepared for a negotiation stage, as candidates may way want to tweak the details of your initial offer. Once you've settled on these details, you can draft a contract to formalize your agreement.

   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 employee's start date, you can create an onboarding schedule and complete any necessary paperwork, such as employee action forms and onboarding documents like I-9 forms, benefits enrollment, and federal and state tax forms. Human Resources should also ensure that a new employee file is created.

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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