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Customer support supervisor skills for your resume and career

Updated January 8, 2025

6 min read

Below we've compiled a list of the most critical customer support supervisor skills. We ranked the top skills for customer support supervisors based on the percentage of resumes they appeared on. For example, 5.9% of customer support supervisor resumes contained performance reviews as a skill. Continue reading to find out what skills a customer support supervisor needs to be successful in the workplace.

15 customer support supervisor skills for your resume and career

1. Performance Reviews

Performance reviews refer to the official evaluation of a worker's performance done by the manager. The evaluation then helps the superior identify the worker's strengths and weaknesses and offers valuable feedback to help him overcome his shortcomings. This assessment also helps a worker set a future goal for himself and identify ways to better his future performance. Performance Reviews may be done on a monthly or yearly basis, depending on the company.

Here's how customer support supervisors use performance reviews:

Execute performance management process for team by preparing and delivering monthly and annual performance reviews.
Establish employee goals and objectives within Customer Service/Sales Support Services and conduct performance reviews

2. Salesforce

Salesforce is an American cloud-based software company based in San Francisco, California. This company provides customer relationship management services that enable the customers to be closer to the company. It gives the company detailed information about each customer, including marketing, sales, commerce, and services. Salesforce also helps market a product to attract more buyers, and helps win more customers by targeting the right audience.

Here's how customer support supervisors use salesforce:

Developed processes for automatic handling of time sensitive emails in SalesForce such as FOIA requests and threats of legal action.
Record and track customer activity with SalesForce.com.

3. Employee Development

Here's how customer support supervisors use employee development:

Fostered employee development and promoted information sharing by conducting cross-training sessions and creating online knowledge database.
Experienced in all aspects of employee development; including hiring, training, motivating, coaching, counseling, and termination.

4. Technical Support

Technical support or tech support are the services provided by any hardware or software company to users. They help in solving the technical difficulties the customers face with their products or services. Moreover, the tech support employees maintain, manage, and repair the IT faults. They are also responsible for resolving the network problems, installing and configuring hardware and software.

Here's how customer support supervisors use technical support:

Delivered operational/project performance metrics, reporting, and presentations for customers, technical support, and management.
Supervised the technical support representatives in the areas of customer service, quality, and customer availability.

5. Performance Management

Here's how customer support supervisors use performance management:

Assist the Manager in fulfilling responsibilities necessary to achieve departmental and system baggage goals through performance management and staff development.
Supervised 5 Customer Support reps which included performance management.

6. Direct Reports

Here's how customer support supervisors use direct reports:

Supervised two direct reports including coaching, training, professional development, budgeting and evaluation.
Provide ongoing training and mentoring for direct reports to continually improve customer experience.

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7. Process Improvement

Here's how customer support supervisors use process improvement:

Developed Workforce analysis and reporting Skills Used Process Improvement and Technical Writing Workforce Analyst Servant leadership
Identified process improvement opportunities and customer impact related to application upgrades and operations consolidations.

8. Customer Satisfaction

Here's how customer support supervisors use customer satisfaction:

Managed customer follow-up and customer repair requests achieving a consistent customer satisfaction survey rating of 90 percent or higher.
Managed department personnel, tracked call metrics, resolved advanced technical escalations, and maintained excellent customer satisfaction.

9. Customer Inquiries

Here's how customer support supervisors use customer inquiries:

Respond to escalated customer inquiries and calls promptly and accurately.
Supported Customer Service Representatives; responsible for inbound customer inquiries and responding to their product and service needs.

10. Payroll

Payroll is the sum of all the compensation that an organization has to pay to employees at a specified time. Payroll is managed by the finance or HR department while small business owners may handle it themselves. Payroll isn't fixed as it varies every month due to sick leaves, overtime, etc.

Here's how customer support supervisors use payroll:

Supervised, developed and trained Customer Support Associates and Administrators on payroll processes and office operations.
Managed internal payroll including resolution of spread and commission issues.

11. Lean Six Sigma

Here's how customer support supervisors use lean six sigma:

Steered invoice discrepancy resolution project using Lean Six Sigma approach; obtained Yellow Belt certification.

12. Customer Issues

Here's how customer support supervisors use customer issues:

Supervised four-member VIP team, overseeing daily account activity and providing solutions to escalated customer issues and requests.
Developed and maintained customer relationships and resolve customer issues and concerns.

13. Customer Accounts

Here's how customer support supervisors use customer accounts:

Managed invoices, 200+ customer accounts in multiple databases, and other administrative duties.
Investigated and resolved questions, issues, and technical problems related to customer accounts.

14. Level Agreements

Here's how customer support supervisors use level agreements:

Developed service level agreements and support triage model to streamline internal process and enhance customer experience.
Maintained team quality of 95% or higher while exceeding service level agreements through thorough quality review implementation and daily reporting.

15. Individual Performance

Here's how customer support supervisors use individual performance:

Recognized employee accomplishments and identify areas for improvement as part of establishing individual performance.
Observed and evaluated team and individual performance.

5 Customer Support Supervisor resume examples

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List of customer support supervisor skills to add to your resume

The most important skills for a customer support supervisor resume and required skills for a customer support supervisor to have include:

Performance Reviews
Salesforce
Employee Development
Technical Support
Performance Management
Direct Reports
Process Improvement
Customer Satisfaction
Customer Inquiries
Payroll
Lean Six Sigma
Customer Issues
Customer Accounts
Level Agreements
Individual Performance
Broadband

Product Knowledge
Customer Care
Customer Calls
Conflict Resolution
Customer Complaints
Call Center Management
Training Sessions
ISO
Inbound Calls
Performance Metrics
Performance Appraisals
HR
Customer Orders
ACD
Order Entry
Technical Issues

Escalation Support
Logistics
Performance Evaluations
Windows
PeopleSoft
Disciplinary Actions
Call Monitoring
SLA
Customer Interaction
Quality Standards
Problem Resolution
Trouble Tickets
Training Programs
Net Promoter Score
Computer System
EDI

Updated January 8, 2025

Zippia Team

Editorial Staff

The Zippia Research Team has spent countless hours reviewing resumes, job postings, and government data to determine what goes into getting a job in each phase of life. Professional writers and data scientists comprise the Zippia Research Team.

Updated January 8, 2025

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