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Customer Service Jobs Overview

Organizational Breakdown Overview

Customer service infographic showing three tiers: Top-Level Management, Mid-Level management, and Employee. The top-level management tier shows two sub-levels: "C-level" and "Director". The Mid-level management tier shows two sub-levels: "Manager" and "Supervisor". The Employee tier only shows one level: "Individual Contributor."

The customer service industry is expanding – existing roles are including new responsibilities and new roles are opening up in response to the changing landscape of customer service. As customer expectations grow, companies are incorporating customer experience (CX) into their overall business strategy in order to remain competitive and retain and attract customers. And coupled with digitalization, CX personnel must collaborate across departments to ensure, maintain, and even innovate the technology platform to enable customers to have a seamless end-to-end experience across all touchpoints. These needs have opened up opportunities for CX professionals in upper management positions, and for expanding out the role of those in the mid-level positions to incorporate new needs. We anticipate that these roles continue to evolve and additional new positions to open up.

All customer service jobs can be categorized into the following three subdivisions in a work hierarchy: “top-level management,” “mid-level management”, “lower-level management”, and “employee”.

Top-level management positions generally involve overall business strategy and collaborating with upper management across other departments. Mid-level management positions generally involve more work in creating and overseeing specific strategies in meeting the more overarching goals of top-level management. Operational/employee positions generally involve actual implementation of the strategies created by top and mid-level management, without much input into any strategy. Ideally, those at the front-lines would capture information as to what’s actually happening with customers, and pass that up to their managers at the mid-level level, who would then synthesize that information, and present it to the top-level management, who would then decide how well the strategies defined are going. In this way, commands and directions flow down, and the information from implementation flow back up the business hierarchy.

The following descriptions are pulled from real job postings on LinkedIn, and aggregated and summarized together in order to give a general sample of responsibilities in each hierarchical level in the CX department.

Top-Level Management

Responsible for

Leads and strategizes to deliver excellent service to customers, from all customer touch points with the company, and all company delivery channels towards the customers, e.g., branding, marketing, community-facing messages, resources, etc. Aware of internal company resources and organization make-up and changing external consumer expectations, and finds an intersection between the two in order to design, create, and implement business strategies and goals to meet or even exceed customer expectations in order to beat competition and maximize member acquisition, retention, and relationship depth. Shapes company culture and performance through workforce policies, procedures, and practices to create an environment where direct reports and employees can perform at the top of their professional competency to meet company objectives. Sets and creates standard metrics (KPIs) by which membership experience and success can be measured and tracked. Prioritizes and plans out projects, allocates and manages resources, delegates responsibilities/authority, and works cross-teams and departments, in order to complete strategic initiatives.

Minimum requirements

Graduate degree, preferably an MBA. 10-15 years of experience in a similar role. Relevant expertise in products, services, and deliver channels used

Responsible for

Drives strategic analysis to execute revenue-generating operations for the company for new systems and processes domestically, and possibly internationally. Architects systems and creates solutions to scale operations and better serve front-line agents. Drives analysis and insight platforms, manages teams, and budgets agent expenses.

Minimum requirements

10+ years of cross-functional operational experience. Minimum BS in Business or related field. Experience scaling customer service systems. Strong people and project management skills.

Responsible for

Designs, implements, and supports the digital transformation strategy, and delivers high quality results for stakeholders. Assess and manage technology goals and challenges through defined KPI metrics. Analyzes and documents the work flows and experiences of customer support personnel to optimize their operational workflow. Uses data to identify customer pain points and potential business issues, and works cross-functionally to form business solutions.

Minimum requirements

10+ years of experience in business and/or engineering. Minimum BA degree, Master’s degree preferred. Experience working with and influencing executive level stakeholders and engineering teams.

Responsible for

Drives strategic operational development to deliver key service outcomes for customers. Develops, continues improving, and delivers quality customer service and high customer satisfaction. Defines and executes the roadmap for customer service operations with the collaboration of cross-departments. Identifies service gaps within the service, and creates solutions for them. Assesses and monitors potential threats and mitigates risks to roadmap.

Minimum requirements

Minimum BA degree

Middle-Management

Responsible for

Leads the strategy and implementation of end-to-end seamless customer experience that reflects company values, mission, and branding across all customer touch points in order to build a long-term competitive advantage and to maximize customer lifetime value (LTV) and customer retention. Works collaborative with cross-functional teams to bring about this goal. Acts as subject matter expert (SME) in all things customer experience, and continues to learn and stay on top of customer trends, expectations, innovative technologies, and industry best practices. Defines what customers value, measures and collects customer feedback through established measurement tools, and analyzes customer data to constantly improve customer experience. Identifies different customer segments, and selects the highest-value customer segments to invest in, the strategy to do it, while considering company revenue and profit. Evaluates all external tools and vendors to build a cost-effective support system for customers. Establishes KPIs and metrics to track successes and failures, and acts as the sole responsible party for end results. This position may also include some content generation tasks and overseeing the entire customer support system.

Develops the measurement criteria, program success criteria, and coordinates efforts across a cross-functional team to reach actionable and measurable outcomes. Develops the vision and the minimum expectations for customer experience. Develops the customer experience journey mapping, surveys, feedback loops, and gaining customer insights. Communicates results, wins, and opportunities across the organization, and create trust across the teams. Leads and manages customer experience employees.

Creates and leads a customer-centric culture, creates the policies and protocols to shape the team into an engine of customer understanding. Sets a vision and creates a concrete plan that includes scalability. Uses customer insights and feedback to inform critical decisions, establish processes, and channel feedback to the relevant teams and stakeholders. Establishes training protocols for agents, and constantly focuses on what we can do better for our customers. Manages costs and possesses financial acumen for scaling up.

Minimum requirements

Graduate education, minimum BA/BS degree, MBA preferred, with a minimum of 10-15 years of experience in customer experience, along with a proven track record in managing large teams and delivering measurable results

Responsible for

Designs the customer and product support strategy, and is accountable for the customer support organization and infrastructure to maximize company success and competitiveness. Identifies customer segments and builds different support plans for each of them. Collects, analyzes and distributes results of customer feedback to the relevant teams and stakeholders to optimize customer experience. Maintains knowledge of technology trends and customer expectations, and recommend new technologies for the department.

Minimum requirements

10+ years of experience in customer service in the relevant field, Minimum BA degree, graduate degree preferred.

Responsible for

Creates a vision and strategy for the ideal digital customer experience across all channels and platforms, and a roadmap with clear goals, objectives, and milestones. Aligns efforts across departments, and is able to influence key cross-functional stakeholders to support innovative business solutions with the customer’s experience as a guiding point. Expert on emerging customer and marketplace trends, competitive offerings, new products and technologies, and industry best practices, strategies, and processes, to identify opportunities to enhance customer experience. May need to create or update research processes to collect and analyze user engagement behavior and customer feedback to generate recommendations to enhance customer experience. Supervises and manages multiple teams.

Minimum requirements

15+ years in digital product development/management, Minimum BA degree, Master’s degree preferred. Strong leadership skills with the ability to market solutions to key stakeholders along with a record of operational business impact and having led large-scale transformation programs. Skilled in multiple product development and management methods, Experience hiring, training, and mentoring a highly skilled team. Acute financial skills. Experience communicating with C-Levels, Technical competency and willingness to learn new technologies. Preferably has knowledge of data privacy regulations.

Responsible for

Leads and scales the customer support team domestically, and possibly globally, to deliver exceptional support reflecting company values to customers on all customer touchpoints. Develops and delivers on long-term strategies to improve customer support’s internal operations and infrastructure, and to maximize its value to the company, while considering its impact on customers, teams, and the company. Defines standards, sets and meets KPIs, ensures that all customer touch points reflect company values. Responsible for the performance and effectiveness of the customer support system, and may need to oversee the day-to-day operation of the customer service department. In charge of capacity planning, channel staffing, hiring, and on-boarding new employees, manages both internal and external teams to achieve set goals and performance standards, responsible for the performance of positions ranging from supervisor to front-line agent. Uses customer feedback and quantitative data to prioritize projects, recommend areas of investment, and create implementation strategies. Works cross-functionality to deliver recommendations to key stakeholders to develop new ways on how customer support can support broader business goals. Identifies and creates solutions to customer pain points. Drives continuous improvement and tracking market changes and innovations, and recommends opportunities to enhance customer experience, while maintaining an in-depth knowledge of company systems, processes, and products. Evaluates external tools and third-party vendors to build a cost-effective support system. Partners with cross-functional teams to maintain compliance.

Minimum requirements

Minimum BA degree, Experience with building and scaling up customer service operations, designing and overseeing training and management programs, and leading customer support teams. Minimum of 5+ years of experience in customer service. Comfortable with technology and the technical aspects of customer support for software. Ideally having prior experience with engineering teams.

Responsible for

Leads and manages the end-to-end implementation and operation of customer experience technologies across all channels, which may include in-store experiences as well. Develops technical strategies, which include rapid experimentation and testing, to give customers real-time and asynchronous contact solutions, with a large priority given to automated response handling solutions, e.g., self-service tools. Recruits, manages, and mentors an engineering team, and works together with cross-functional teams to meet customer needs. Promotes a test and data-driven culture within the team, and builds relationships with other internal engineering teams to leverage existing infrastructure and services.

Minimum requirements

10+ years of relevant industry experience. Strong technical background in Computer Science or related field. Experience with scaling engineering teams. In-depth knowledge across various software engineering disciplines and experience with cloud computing infrastructure. Ideally has experience with agile methodologies.

Responsible for

Defines and drives a product roadmap, builds and manages customer support technology platforms that helps customer service personnel assist customers, e.g., providing an omnichannel experience. Partners with relevant departments to execute said roadmap. Recruits, manages, and mentors technical teams.

Minimum requirements

Strong technical background and is detail-oriented.

Responsible for

Defines strategy, assesses resource capability, designs processes to execute company business imperatives. Ensures excellent service across all customer touch points. Leads, grows, and mentors teams, manages workflows, establishes best practices, defines and uses KPIs to track and drive operational and customer satisfaction wins. Develops and maintains systems and processes to obtain maximum customer satisfaction. Conducts gap analysis and creates solutions with relevant stakeholders. Ensures organizational effectiveness and sustainability as the company scales. Implements and develops management structures and processes in alignment with other company departments. Tracks and analyzes customer data, identifies root causes of problems and areas of improvements, and strategizes to reduce customer pain points, e.g., customer refunds and complaints, to drive customer satisfaction. May be responsible for staffing plans, schedules, quality/process change initiatives.

Minimum requirements

10+ years in customer service operation management. BA preferred. Technical capability to understand product and customer processes.

Responsible for

Manages in-sourced and out-sourced customer service teams on a daily basis to reach standards for quality service and customer satisfaction, using defined operational and KPI metrics, such as Service Level Agreements (SLA) or CSAT scores. Ensures consistency of customer facing service and deliverables. Oversees and plans service center staffing, and develops strategic goals for the center to meet department goals. Manages inventory, department expenses, customer satisfaction goals, and resolving customer escalations. Identifies existing customer needs and potential opportunities to deepen customer relationships, and will work with relevant departments to address them. Maintains adequate knowledge of company solutions and services.

Minimum requirements

5+ years of experience in customer service. Minimum BA degree in computer or business admin or related field. Working knowledge of technical equipment, IT, and networking. Excellent soft skills, which include communication, negotiation, presentation, coaching, and organizational skills.

Responsible for

Plans and manages projects for customer service operations and administration systems. Leads a team of subject matter experts (SME) for cross-functional applications. Develops and implements a business systems strategy and roadmap to solve business needs. Analyzes and directs all system and process improvement activities. Plans, budgets, and forecasts business support needs and applications, negotiates and manages priorities and support requirements with IT. Accountable for audits, data privacy and security topics, and process and system documentation

Minimum requirements

10+ years in relevant area. Strong technical background. Extensive experience and proven track record of project management and cross-functional collaborations.

Lower-Level Management

Responsible for

Hires, manages, and coaches employees, evaluates performance based on company objectives and KPIs, and identifies opportunities for workflow and performance improvement. Coordinates all complaints, and ensures that they’re resolved and responded to in a manner that reflects company policies and standards. Develops, implements, and maintains materials and processes to meet production and quality standards, and regulations. Audits and uses phone log reports to identify areas of improvement, and creates recommendations to better improve customer experience and employee workflow.

Minimum requirements

2+ years in customer service. Minimum BA degree.

Responsible for

Manages and leads a team, responsible for daily operations, and ensures that standards and team objectives are met. Provides assistance to management to hire and train new employees. Tracks deliverables and team performance, and communicates objectives, deadlines, concerns, and policies to both management and team members. May assist with staff planning and scheduling. Identifies new areas for new training or skill checks. Provides quality customer service, by interacting with customers, answering inquiries, and handling complaints. Maintains knowledge about company work processes and procedures.

Minimum requirements

1+ year in relevant field. Minimum BA degree or equivalent work experience. Interpersonal skills and an effective communicator. Computer proficiency.

Responsible for

Implements and manages effective customer service and retention processes to ensure customer satisfaction with company services and products. Manages and directs incoming customer tickets via multiple channels, and aligns employees with any new or additional channels. Responds to customer complaints, by providing solutions and alternatives using company protocol, and follow-up. Ensures consistency in customer reporting within company tracking systems, and working with cross-functional teams to track and report trends, unusual behavior, and complaints. May also assist in developing new policies to improve customer experience to increase satisfaction and retention.

Minimum requirements

5+ years of experience in customer service management. Preferred BA degree. Strong understanding of market research and data analytics.

Responsible for

Oversees customer relationships. Develops and manages the customer service team, and ensures that operational KPIs and metrics are met on a daily basis, while driving operational improvement. Implements new strategies to increase customer retention and revenues. Maintains in-depth knowledge of company products and services, provides information of said products and services to customers, and audits, reviews, and resolves customer inquiries and problems according to company policies, with efficiency and accuracy.

Minimum requirements

2+ years of experience in customer service. Detail-oriented with management experience. Strong time management and communication skills.

Employees

Responsible for

Provide a business overview through ad hoc reporting to assist with month-end closure and forecasting processes. Acts as subject matter expert (SME) to provide full lifecycle support. Develop and maintain a performance reporting system that displays key metrics.

Minimum requirements

Experience in analytics.

Responsible for

Answers to customer inquiries and resolve challenges via multiple channels, and possibly in-person, using standard scripting, established procedures and policies, and escalating issues when needed. Has high resiliency, and can address, resolve, and defuse customer inquiries and complaints in a professional and timely manner that is reflective of company values and branding. Able to converse with customers while searching for relevant information within the company knowledge base, and entering relevant data and information into company software or database. Works efficiently and quickly, and can communicate complex information into simple steps. Assists in discovering customer patterns and trends and report building by tracking customer issues and tagging cases. Alerts team leads potential areas of improvement for workflow processes.

Minimum requirements

Good communication skills. Empathy and deescalation skills. High stress tolerance. Basic computer skills. Multi-tasking.

Responsible for

Provides training, support, education, and analysis for customers. Actively seeks solutions to customer needs, and helps them solve underlying issues, and to avoid potential issues. Provides prompt, efficient, detailed, and customer-oriented service to ensure a consistent and quality level of support. Identifies areas for improvement, report trends, and suggest innovative solutions to leadership to improve customer experience. Holds in-depth knowledge of company products, and ensures that internal documentation of said products are updated.

Minimum requirements

Previous experience in customer service handling preferred

Responsible for

Builds sustainable customer relationships and trust through assistance. Responds to customer inquiries and complaints via multiple channels, identifying their needs and finding resolutions to them using company policies. Meets targets, which are tracked with operational or customer service KPIs, bookings, memberships, upselling, etc. Trains and mentors new customer service personnel.

Minimum requirements

Previous customer support experience. Strong contact handling and communication skills. Thrive in a fast-paced environment. Computer proficiency.

Responsible for

Handles and services inbound customer calls, ranging from routine to complex inquiries. Quickly builds rapport with customers, and provides outstanding customer service and accurate information to customers, and escalates when necessary, in order to completely resolve their issue. Converses with customers, while referencing multiple online resources. Documents and tracks customer cases and complaints, and identify trends and patterns of participant or overall customer issues. Partners across the organization to research and resolve complex inquiries. Ability to achieve and exceed target KPIs, e.g., service level.

Minimum requirements

Previous experience in customer service handling preferred

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Customer Service Job Overview

This is your customer service jobs overview – we’ve assembled job descriptions we believe to be representative of the customer service industry. Download this informative article today to have the list of job descriptions accessible at any time!

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