Customer Service Manager Roles, Responsibilities and Skills

Feb 8, 2023 | Devops, ITIL Service Management

To pursue career growth in customer service, it is crucial to take a proactive approach in handling difficult situations from the beginning. Whether it’s in-person interactions, phone calls, emails, or chat conversations, the customer service manager is the main source of support for customer service agents when it comes to resolving unique and challenging customer issues. 


Customer Service Manager Job Description

A customer service manager plays a key role in maintaining customer satisfaction and loyalty by ensuring a consistent experience throughout the customer journey. They understand the needs of the customers and act as a bridge between the teams responsible for delivering a memorable customer experience and those who interact with customers directly. By utilising their management skills, a skilled customer service manager can optimise the ticket queue, improve resolution times, help teams achieve performance objectives, and enhance customer satisfaction scores.


Key Customer Service Manager Responsibilities:

  • Recruit and build a competent customer support team with diverse skills to promptly and efficiently address customer inquiries, while encouraging the team to maintain accurate records of all customer interactions and resolving complex issues with the right knowledge and tools.
  • Acquire knowledge about the company’s products and services to support the customer service team in resolving escalations effectively.
  • Extract valuable insights from customer feedback and share them with other teams to foster stronger customer relationships.
  • Regularly assess the competence of the customer service department through evaluations and provide performance reviews accordingly.

In addition to these responsibilities, a customer service manager should possess a balanced skill set to understand and contribute to broader business and revenue goals.


7 Must-Have Customer Service Manager Skills

When applying for a customer service manager role, your relevant work experience may seem suitable, but it’s essential to understand the essential skills and competencies that set a manager apart from the rest of the customer service team. To determine if the job is the right fit for you, consider the following list of skills that should be displayed on a customer service manager’s resume. 


1. Leadership Skills

 One of the most critical skills for any manager, including those in customer service, is leadership. A good customer service manager serves as a team leader, capable of staying adaptable and motivating their team to achieve success. As a manager, it’s essential to leverage your people management skills by playing to your team’s strengths and fostering a positive work environment. Supporting your team, guiding them, and offering a helping hand when needed can profoundly impact their performance. Building a foundation of trust and respect with your customer service agents can cultivate a sense of belonging and motivation that encourages them to perform at their best.

As a customer service manager, it’s essential to ensure that your team is well-prepared to handle customer inquiries, regardless of their complexity. Providing your team with the training they deserve is the best way to achieve this. Customer service training is an ongoing process that enables teams to enhance customer satisfaction and deliver exceptional experiences.


2. Effective Team Training

To support your team’s growth, it’s crucial to monitor their performance and offer timely feedback on areas where they can improve their skills. Equipping them with the right helpdesk training certifications and materials can also help them excel in their roles and address any internal conflicts that may arise.

Consider organising training sessions specifically for new hires, allowing them to get started quickly. If you’re unsure where to begin, ask your agents what they’d like to learn. The following questions can help uncover their training needs:

  • What is the most challenging aspect of your work?
  • How would you like to see our team improve?
  • Do you feel the need for more interaction with teams outside of support?
  • What steps do you suggest for strengthening team rapport?


3. Communication Skills

As a customer service manager, effective communication skills are crucial. Your role entails holding meetings to foster internal alignment, resolving complex issues efficiently, coming up with solutions to enhance customer service, and providing guidance and coaching to your team.

To effectively communicate, it is essential to have a thorough understanding of company policies. This allows you to clearly communicate with your team and customers, especially when addressing complex requests. Strong communication skills also prove valuable when collaborating and coordinating with multiple teams to streamline workflows, prioritise tasks, and resolve issues.


4. Problem Solving Skills

As a customer service manager, it’s essential to recognize that there will be times when despite your team’s best efforts, customer escalations occur. The dreaded phrase, “I need to speak to your manager,” is a clear indication of an unhappy customer and may lead to low customer satisfaction or, worse, higher churn rates.

During these situations, it’s crucial to remain calm, understand your customer’s needs, and present a solution that works best for them while adhering to your company policies. Your problem-solving skills can prove invaluable in negotiating with both your team and customers, ensuring that you can resolve every conflict effectively.


5. Performance Management

Monitoring the performance of your team is essential in assessing the quality of customer service being provided. While metrics such as response time and resolution time offer insights into individual representative performance, team-based metrics like happiness score and contact ratio provide a broader perspective.

Customer service metrics serve as a valuable tool for tracking performance, but it’s important not to rely on them exclusively, especially when your team is working remotely. We strongly encourage you to maintain regular interactions with each team member and identify any obstacles they may be encountering. This allows you to provide the necessary support and guidance to help them overcome these challenges.


6. Operations Management

As a customer service manager, it’s crucial to ensure that your team is equipped to handle the ever-evolving expectations of the modern customer. Hiring the right talent with a diverse set of skills is one of your primary responsibilities to help your team efficiently handle complex queries.

In addition to fulfilling staffing responsibilities, it’s essential to monitor your department’s processes and operations with a critical eye for areas of improvement. Remember that people may be resistant to change, even if it’s for the better. Hence, it’s vital to effectively communicate proposed changes to your team, including how it works in their favour. You may need to establish a new framework, create new templates, or introduce new helpdesk software to better address customer issues. Always remember to have relevant data to back up your story.

For instance, suppose your team finds it difficult to provide customer support and run daily operations from a shared inbox due to an increase in customer issues. In that case, queries may get missed, or there might be a delay in responses, leading to frustration for both your team and customers. Hiring additional agents would only increase confusion, so looking for a helpdesk that enables better collaboration and conflict resolution abilities for your team is essential.


7. Strategic Thinking

In today’s competitive landscape, simply responding to emails is no longer sufficient for companies looking to differentiate themselves based on customer service quality. A comprehensive customer service strategy must include a focus on customer retention and a well-designed plan for delivering exceptional customer experiences. As a customer service manager, it’s important to seek out innovative ways to personalise the service you provide and plan for long-term success.

Consider exploring opportunities for upselling and cross-selling to maximise customer value, while also prioritising the cultivation of strong customer relationships. Remember, your customers are your most valuable advocates.



Being a customer service manager is a challenging responsibility that requires a different mindset compared to being a customer service agent. From handling difficult issues to maintaining high levels of customer satisfaction, this role can be a mix of both rewarding and challenging experiences every day. However, being a customer service manager also puts you in a unique position of representing both your customers and team members.

While it may not be an easy task, with the right attitude and skill set, you are well-equipped to excel in this role. Remember, as a customer service manager, you have the opportunity to make a positive impact and drive success for both your customers and your team.