Director of customer care vs customer support manager

The differences between directors of customer care and customer support managers can be seen in a few details. Each job has different responsibilities and duties. It typically takes 4-6 years to become both a director of customer care and a customer support manager. Additionally, a director of customer care has an average salary of $125,654, which is higher than the $91,598 average annual salary of a customer support manager.

The top three skills for a director of customer care include CRM, project management and employee engagement. The most important skills for a customer support manager are project management, CRM, and technical support.

Director of customer care vs customer support manager overview

	Director Of Customer Care	Customer Support Manager
Yearly salary	$125,654	$91,598
Hourly rate	$60.41	$44.04
Growth rate	6%	10%
Number of jobs	88,687	128,995
Job satisfaction	-	-
Most common degree	Bachelor's Degree, 70%	Bachelor's Degree, 65%
Average age	47	47
Years of experience	6	6

What does a director of customer care do?

A director of customer service is an executive professional who manages the daily operations of professionals involved in providing customer service for an organization. This director must manage a technical support group that will assist end users with the proper operation of sold products. The director must present corporate presentations about customer service by utilizing videography, PowerPoint presentations, and group participation. This director must also assess the training needs of employees so that they can increase the level of their service.

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.

Director of customer care vs customer support manager salary

Directors of customer care and customer support managers have different pay scales, as shown below.

	Director Of Customer Care	Customer Support Manager
Average salary	$125,654	$91,598
Salary range	Between $89,000 And $176,000	Between $64,000 And $130,000
Highest paying City	Seattle, WA	Seattle, WA
Highest paying state	Washington	Washington
Best paying company	Google	Amazon
Best paying industry	Technology	Finance

Differences between director of customer care and customer support manager education

There are a few differences between a director of customer care and a customer support manager in terms of educational background:

	Director Of Customer Care	Customer Support Manager
Most common degree	Bachelor's Degree, 70%	Bachelor's Degree, 65%
Most common major	Business	Business
Most common college	California State University - Bakersfield	California State University - Bakersfield

Director of customer care vs customer support manager demographics

Here are the differences between directors of customer care' and customer support managers' demographics:

	Director Of Customer Care	Customer Support Manager
Average age	47	47
Gender ratio	Male, 57.8% Female, 42.2%	Male, 56.9% Female, 43.1%
Race ratio	Black or African American, 9.0% Unknown, 4.8% Hispanic or Latino, 18.0% Asian, 5.6% White, 61.9% American Indian and Alaska Native, 0.7%	Black or African American, 9.6% Unknown, 4.9% Hispanic or Latino, 17.0% Asian, 6.1% White, 61.7% American Indian and Alaska Native, 0.7%
LGBT Percentage	8%	8%

Differences between director of customer care and customer support manager duties and responsibilities

Director of customer care example responsibilities.

Manage full financial accountability and oversight of production, quality, inventory control, and operational safety and security.
Develop CRM marketing strategy for differentiating and monetizing services and developing customer loyalty metrics.
Work with business users and QA testing groups to provide training and issue resolution.
Implement new CRM, phone system using VOIP in a distribute virtual environment, and case tracking for support.
Standardize team goals and KPIs, utilizing metrics for coaching/analysis/forecasting.
Provide oversight and direction relative to statewide staff training to ensure effective customer service.

Customer support manager example 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.

Director of customer care vs customer support manager skills

Common director of customer care skills

CRM, 10%
Project Management, 8%
Employee Engagement, 6%
KPIs, 5%
Customer Care Operations, 5%
Technical Support, 4%

Common customer support manager skills

Project Management, 9%
CRM, 5%
Technical Support, 5%
Salesforce, 4%
Account Management, 4%
Customer Satisfaction, 3%

Director Of Customer Care vs. similar jobs

Director Of Customer Care related careers

Director Of Customer Care related jobs

What similar roles do

Zippia Careers
Office and Administrative Industry
Director Of Customer Care
Director Of Customer Care vs Customer Support Manager

Updated January 8, 2025

Browse office and administrative jobs