Customer Support Manager Job Description

What is the job description of a Customer Support Manager? What are the duties and responsibilities of a Customer Support Manager? What does a Customer Support Manager do?

Job description of a Customer Support Manager

Customer Support Managers lead teams of Customer Support Specialists to ensure that clients receive assistance with the technical aspects of products or services. Customer Support Managers ultimately seek to maximize customer retention, thereby improving the profitability of the company for which they work.

This Customer Support Manager job description example includes the list of most important Customer Support Manager duties and responsibilities as shown below. It can be modified to fit the specific Customer Support Manager profile you're trying to fill as a recruiter or job seeker.

Customer Support Manager Duties and Responsibilities

Customer Support Manager job description should contain a variety of functions and roles including:

  • Managing the customer support department’s day-to-day functions.
  • Responding to escalated customer support issues.
  • Implementing customer support processes to enhance customer satisfaction.
  • Interviewing and hiring new employees.
  • Overseeing and evaluating the team's ongoing training efforts.
  • Delivering performance evaluations and following the disciplinary process according to company policy.
  • Managing the budget of the customer support department.
  • Formulating and revising customer support policies and promote their implementation.
  • Informing the team of all new information related to products, procedures, and trends.
  • Assessing support statistics and preparing detailed reports on the findings.

Customer Support Manager Requirements / Skills / Qualifications

Customer Support Manager job description should include these common skills and qualifications:

  • High school diploma or equivalent.
  • Proven experience as a Customer Support Specialist, preferably within a similar environment.
  • Thorough knowledge of legislation pertaining to consumer protection.
  • Affinity for multitasking with precision.
  • Capacity to accept and utilize constructive criticism.
  • Alignment with our company's values.
  • Prior experience in a managerial or supervisory role will be advantageous.
  • Top-notch oral, written, and interpersonal abilities.
  • Well-developed arbitration skills with the ability to remain impartial.

As a hiring manager, recruiting an ideal Customer Support Manager starts with crafting a good job description. Use this Customer Support Manager job description template to save yourself time and help you attract the most qualified candidates. Feel free to revise it to meet your specific needs.

Job seekers interviewing for the role of a Customer Support Manager may also reference it in preparation for the interview.

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