What does a Customer Support Manager do?
The responsibilities of a customer support manager revolve around overseeing the performance of customer support staff to ensure that all clients get optimal service. They mostly delegate tasks, address and resolve issues, manage schedules, train new employees, produce progress reports, assess performances, and set sales targets. There are also instances when one must respond to calls and correspondence, offer products and services, and manage the budget. Furthermore, as a manager, it is essential to lead and encourage the team to reach sales targets while implementing the company's policies and regulations.
Customer support manager responsibilities
Here are examples of responsibilities from real customer support manager resumes:
- 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.
- Track all new business and contacts via ERP system.
- Migrate server operations from data centers to AWS cloud enabling DevOps.
- Maintain payroll, daily employee scheduling and budget for the entire department.
- Design Java (EJB) component architecture for current application growth needs.
- Monitor daily team performance against KPIs, conduct training and handle employee relations.
- Provide key input for SDLC improvement and development of SDLC standards and ROI.
- Train staff to strive for high NPS scores as well as developing a hospitality mentality.
- Spearhead project to develop and implement training manuals to cover all facets of the ERP system.
- Migrate all server operations to cloud base Linux servers for on-demand video surveillance line of products.
Customer support manager skills and personality traits
We calculated that 9% of Customer Support Managers are proficient in Project Management, CRM, and Technical Support. They’re also known for soft skills such as Analytical skills, Creativity, and Interpersonal skills.
We break down the percentage of Customer Support Managers that have these skills listed on their resume here:
- Project Management, 9%
Branch Systems Manager Overseer of technical support functions that included design, configuration, system assurance, project management and implementation.
- CRM, 5%
Provided reporting on customer service performance to senior management using business intelligence, CRM data and surveys.
- Technical Support, 5%
Directed and managed operations for application engineering, technical support, field engineering, repair center, and maintenance contract administration.
- Salesforce, 4%
Utilize SalesForce database to retrieve and track lead activity and actions.
- Account Management, 4%
Fostered and maintained cross-functional relationships with account management, implementation, development, sales and product management.
- Customer Satisfaction, 3%
Analyzed operations and initiated new programs, policies and procedures in order to continuously improve service levels and customer satisfaction.
Most customer support managers use their skills in "project management," "crm," and "technical support" to do their jobs. You can find more detail on essential customer support manager responsibilities here:
Analytical skills. The most essential soft skill for a customer support manager to carry out their responsibilities is analytical skills. This skill is important for the role because "advertising, promotions, and marketing managers must be able to analyze industry trends to determine the most promising strategies for their organization." Additionally, a customer support manager resume shows how their duties depend on analytical skills: "managed level 1 customer care team-- optimizing productivity through regular analysis of metrics, coaching and performance updates. "
Creativity. Another essential skill to perform customer support manager duties is creativity. Customer support managers responsibilities require that "advertising, promotions, and marketing managers must be able to generate new and imaginative ideas." Customer support managers also use creativity in their role according to a real resume snippet: "balance supply and demand of multiple product lines to meet both inventory targets and on-time shipment metrics. "
Interpersonal skills. customer support managers are also known for interpersonal skills, which are critical to their duties. You can see how this skill relates to customer support manager responsibilities, because "managers must deal with a range of people in different roles, both inside and outside the organization." A customer support manager resume example shows how interpersonal skills is used in the workplace: "maintain associate payroll, benefit and performance information consistently demonstrated professional verbal and written communication, interpersonal and organizational skills. "
Organizational skills. A big part of what customer support managers do relies on "organizational skills." You can see how essential it is to customer support manager responsibilities because "advertising, promotions, and marketing managers must manage their time and budget efficiently while directing and motivating staff members." Here's an example of how this skill is used from a resume that represents typical customer support manager tasks: "created and implemented operational level agreements (ola) with other it divisions to form established organizational standards and processes. "
Communication skills. Another crucial skill for a customer support manager to carry out their responsibilities is "communication skills." A big part of what customer support managers relies on this skill, since "managers must be able to communicate effectively with a broad-based team made up of other managers or staff members during the advertising, promotions, and marketing process." How this skill relates to customer support manager duties can be seen in an example from a customer support manager resume snippet: "established customer relationship management and sales experience by marketing long-tern service agreements via effective communication. "
The three companies that hire the most customer support managers are:
- Change Healthcare47 customer support managers jobs
- HP16 customer support managers jobs
- U.S. Bank14 customer support managers jobs
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Compare different customer support managers
Customer support manager vs. Office manager
Office managers oversee the entire workplace. They maintain office processes and services to ensure that everything is running well. They manage office supplies by managing inventory and procurement procedures. They also device filing systems, create needed and relevant office policies, and ensure that all the policies are being followed. As a way to make sure that the office is in top shape, office managers supervise most of the logistical aspects inside the office. They also provide support to both management teams and the rest of the employees. They often act as the bridge between the two and would sometimes even assist in the training of new employees.
While similarities exist, there are also some differences between customer support managers and office manager. For instance, customer support manager responsibilities require skills such as "project management," "crm," "technical support," and "salesforce." Whereas a office manager is skilled in "customer service," "patients," "financial statements," and "office operations." This is part of what separates the two careers.
Office managers earn the highest salaries when working in the construction industry, with an average yearly salary of $53,450. On the other hand, customer support managers are paid more in the finance industry with an average salary of $93,259.The education levels that office managers earn slightly differ from customer support managers. In particular, office managers are 5.7% less likely to graduate with a Master's Degree than a customer support manager. Additionally, they're 0.2% less likely to earn a Doctoral Degree.Customer support manager vs. 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. They may also perform calls and correspondence, respond to inquiries, and resolve issues promptly. Furthermore, as a support lead, it is essential to perform clerical tasks such as preparing progress reports, managing schedules, and maintaining records of transactions.
In addition to the difference in salary, there are some other key differences worth noting. For example, customer support manager responsibilities are more likely to require skills like "project management," "crm," "salesforce," and "account management." Meanwhile, a support lead has duties that require skills in areas such as "customer service," "cash management," "sales floor," and "payroll." These differences highlight just how different the day-to-day in each role looks.
Support leads earn similar levels of education than customer support managers in general. They're 0.4% less likely to graduate with a Master's Degree and 0.2% more likely to earn a Doctoral Degree.What technology do you think will become more important and prevalent for Customer Support Managers in the next 3-5 years?
Vele Galovski
VP of Support and Field Services Research, TSIA
- HelpLightning
-Connected Product
-Video/Remote Support
2. The downturn exposed the need for many industries to accelerate their investments in digital transformation.
-Extreme Remote Services: Ability to deliver a majority of your service portfolio remotely.
- Extreme Automation: Ability to leverage AI, machine learning, RPA to automate the deliver of sales and service motions.
-Digital Sales Motion: Digital led, data driven sales engagement model.
Customer support manager vs. Team manager
Team managers primarily manage the daily activities of their members. Their role includes setting targets, implementing guidelines, and supporting employees to solve any issues that may arise. It is their duty to make sure that the team's objectives are fully understood by all members and that they work closely to fulfill them. They must ensure that all of their members are working towards a common goal through constant monitoring. To manage the team, they may utilize certain principles, such as the SMART principle. They also train members to see to it that their goals are distinct, measurable, attainable, and timely.
Some important key differences between the two careers include a few of the skills necessary to fulfill the responsibilities of each. Some examples from customer support manager resumes include skills like "crm," "technical support," "salesforce," and "account management," whereas a team manager is more likely to list skills in "patients," "taking care," "leadership," and "continuous improvement. "
Most team managers achieve a similar degree level compared to customer support managers. For example, they're 1.1% less likely to graduate with a Master's Degree, and 0.1% less likely to earn a Doctoral Degree.Customer support manager vs. Desk manager
A desk manager's responsibilities focus on facilitating communication and performing organizational support tasks to maintain the smooth flow of operations at offices. Although the extent of their duties primarily depends on their company or employment industry, it usually includes handling calls and correspondence, answering inquiries, resolving issues and concerns, forwarding calls and messages, arranging appointments and schedules, organizing files, and overseeing various communication materials. In some offices, a desk manager manages different teams, supervising their performance while enforcing company standards and policies.
Even though a few skill sets overlap between customer support managers and desk managers, there are some differences that are important to note. For one, a customer support manager might have more use for skills like "project management," "technical support," "salesforce," and "account management." Meanwhile, some responsibilities of desk managers require skills like "sales process," "quality customer service," "csi," and "sales people. "
In general, desk managers hold similar degree levels compared to customer support managers. Desk managers are 4.8% less likely to earn their Master's Degree and 0.2% less likely to graduate with a Doctoral Degree.Types of customer support manager
Updated January 8, 2025
