About the Customer Service Manager role
A Customer Service Manager leads the team that keeps customers happy: hiring and coaching agents, setting service standards, managing queues and schedules, owning escalations, and reporting on satisfaction and efficiency metrics.
The role balances people, process, and customer outcomes. Great managers coach with real conversations from the queue, tune processes and macros to cut effort, and turn recurring complaints into fixes with product and operations. They protect service quality during volume spikes without burning out the team.
In your posting, describe team size, channels, hours of coverage, tooling, and the metrics that define success. Also state how much of the role is hands-on: in smaller teams, managers still take escalated tickets daily.
Customer Service Manager job description template
Job brief
We are looking for a Customer Service Manager to lead our support team and raise the bar on customer experience. Your responsibilities include hiring, coaching, and scheduling agents, managing escalations, improving processes and self-service, and owning metrics such as CSAT, response time, and resolution time. To succeed in this role, you should have proven support leadership experience and a genuine drive to make both customers and agents successful.
Responsibilities
- Lead, coach, and develop a team of customer service representatives
- Set clear service standards and quality expectations across channels
- Manage staffing, scheduling, and queue coverage to meet response targets
- Own escalated and sensitive customer cases through to resolution
- Track and report on KPIs such as CSAT, first response time, and resolution rate
- Run quality reviews and structured coaching based on real interactions
- Improve processes, macros, and help center content to reduce customer effort
- Turn recurring issues into actionable feedback for product and operations
- Manage support tooling and evaluate improvements, including automation and AI assistance
- Hire and onboard new team members as the team grows
Requirements and skills
- Proven working experience as a Customer Service Manager, Team Lead, or senior support role with leadership duties
- Experience coaching and developing customer-facing teams
- Working knowledge of helpdesk platforms such as Zendesk, Intercom, or Freshdesk
- Strong grasp of support metrics and how to move them
- Excellent communication skills, especially in difficult conversations
- Ability to think strategically and to lead calmly during volume spikes
- Customer orientation balanced with commercial judgment
- BSc or BA degree, or equivalent practical experience
Nice to have
- Experience scaling a support team through growth
- Experience introducing chatbots or AI-assisted support responsibly
- Workforce management experience for shift-based coverage
- Experience in our industry or with B2B customers
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