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
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Job brief
We need a Customer Service Manager to lead our support team and own what customers experience when something goes wrong. You will hire and coach the agents, build the schedule, take the escalations, sharpen the processes and self-service that cut repeat contacts, and own the numbers we report on.
The job suits somebody who has led a support team before and refuses to trade the customer's experience against the agent's. You will know it is going well when response times hold through a volume spike and good agents stay.
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
- Has led a support team, as a manager, a team lead, or a senior agent with real responsibility
- Coaches customer-facing people rather than only reviewing their tickets
- At home inside a helpdesk platform and its reporting
- Knows the support metrics well enough to say which change would move which number
- Handles a difficult conversation, with a customer or with an agent, without flinching
- Stays organized when volume spikes and the queue grows faster than the team
- Weighs what the customer wants against what the business can sustain
- A degree helps, although a record of running a good team counts for more
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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