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Customer Support Manager Job Description

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Customer Support Manager Job Description

We are recruiting for a motivated and experienced Customer Support Manager to lead our customer support department. As Customer Support Manager will be responsible for driving superior customer support to business clients through policies, procedures, and setting of goals. We expect you to be up-to-date on industry products and trends and train staff accordingly.

Suitable candidates will have proven experience working in a customer support position, show excellent leadership and interpersonal skills, have great communication skills, and be a role model and mentor to staff.

Customer Support Manager Responsibilities

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

Customer Support Manager Requirements

  • Manage the customer support department’s day-to-day functions.
  • Implement customer support processes to enhance customer satisfaction.
  • Formulate and revise customer support policies and promote their implementation.
  • Respond to escalated customer support issues.
  • Informing the team of all new information related to products, procedures, and trends.
  • Assess support statistics and preparing detailed reports on the findings.
  • Interview and hire new employees.
  • Oversee and evaluate the team’s ongoing training efforts.
  • Deliver performance evaluations and following the disciplinary process according to company policy.
  • Manage the budget of the customer support department.
  • Proven experience as a Customer Support Specialist, preferably within a similar environment.
  • Thorough knowledge of legislation pertaining to consumer protection.
  • Prior experience in a managerial or supervisory role will be advantageous.
  • Excellent oral, written, and interpersonal abilities.
  • Well-developed arbitration skills with the ability to remain impartial.
  • Affinity for multitasking with precision.
  • Capacity to accept and utilise constructive criticism.
  • Alignment with our company’s values.

Personalising Your Customer Support Manager Job Description Advise

The hiring process and recruiting new employees to fill your key roles requires a degree of personalisation if you are to attract the best employees in a competitive employment market. The right person for a crucial role or more senior roles will likely have other employers targeting them. As your job description will be the first point of contact, you need to nail your pitch and provide the best possible service.

When creating your bespoke description and advert, you should cover and promote these points:

Job title: This should accurately reflect the role and include keywords that top talent might be using to search for jobs.

Job duties: The day to day duties, such as administrative tasks, which vary depending on the company and inform the candidate if they can complete the role.

Technical skills: These are the hard skills required through training, such as proficiency with Microsoft Office.

Soft skills: These include the interpersonal skills and general abilities the right candidates will possess. For example, the competency to prioritise multiple tasks, handle customer queries and customer complaints, work alone, or build a good relationship with coworkers.

The company’s culture: Highlighting your company culture and values ensures employees thrive and find outstanding job satisfaction. Candidates that are not the right fit won’t waste their time completing the application process, meaning you can focus on qualified individuals and hire in a more timely manner.

Career progression: Including the career path will entice candidates looking for career growth. 

Training and development programs: Smaller companies may need employees with previous experience or provide educational assistance over internal training offered by larger organisations with more significant resources. 

Employee benefits: Compensation and benefits often fail to appear in job ads and while you may want to hold your cards close to your chest, failing to include them is a mistake. Consider answering common questions, such as working hours and paid leave. Researching the average salary for the role in these early stages will ensure you don’t waste your interviewer’s and the candidate’s time.

Skill gaps: Your company may need to bring in new skills beyond those required to complete the key role and duties. Thinking on an organisational level can be beneficial when contemplating skills diversity.

Legal requirements: Ensure your job advert and description does not ask for inappropriate or discriminatory personal details, such as age, marital status, or religion.


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