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The customer service manager is an integral role on any customer-facing team. Customer service managers can work in a variety of industries. They are responsible for leading the customer service team, ensuring customer ratings are trending positively, revamping customer service protocols, training new staff, and more.
To become a customer service manager, you’ll need some critical soft skills and experience. Generally, hiring managers will look for a candidate with a minimum of an associates degree in business, communications, or another related field. However, those with a high school diploma could be considered if they have a lot of experience. Previous customer service and support experience is required to land this role. Candidates should be comfortable working face-to-face with customers, excellent problem solvers, and goal oriented.
As a customer service manager, you will train and guide junior-level customer service staff. For this reason, you should highlight your ability to mentor and lead others. Maybe you volunteer with tutoring teens, or maybe a previous job has asked you to step up as a leader. In any case, all leadership experience you have should be clearly highlighted on your resume.
Metrics are very important benchmarks to understand in customer service. As the customer service manager, you will be asked to help improve your team’s metrics, like customer satisfaction or NPS. For this reason, it’s important to show off any experience you have improving a team’s numbers or helping a team meet a new goal.
When applying for a customer service manager role, keep in mind what differentiates a manager from a representative. A customer service manager must not only be adept at prioritizing customer satisfaction and needs, but also at strategizing and implementing operational improvements to ensure a smooth and painless customer journey. They should be confident in leadership roles and understand how to manage and motivate a team of customer service representatives. This resume highlights the applicant’s experience in exactly those areas.
Customer service managers aren’t simply managing customers -- they’re also managing a team of representatives and ensuring that they function like a well-oiled machine. If you’re applying for a customer service manager level role, it’s important to call attention to your capacity for leading such a team. This applicant does so in the bullet points of their work experience and also includes quantifiable metrics, noting that they enhanced team performance and increased team efficacy rate by 15%, with higher job satisfaction reported amongst staff.
When applying to a senior level role such as this one, you should make sure to convey the impact of your contributions in your work experience. This applicant has numeric metrics in practically every line of their work experience, with detailed descriptions of their role and responsibilities in organizing, enhancing, or facilitating customer satisfaction (e.g. providing 7 innovative ideas, 3 of which are implemented and successful; organized meetings...with a 95% success rate on new client projects)
As a career coach and hiring manager who has worked with companies like Amazon, Zappos, and Zendesk, I've seen firsthand what makes a great customer service manager resume stand out. The following tips will help you craft a compelling resume that showcases your skills and experience in the best possible light.
Employers want to see that you have experience leading and managing teams. Use specific examples to demonstrate your leadership skills:
Avoid generic statements that don't provide any real insight into your abilities:
While a resume summary is optional, it can be a powerful way to introduce yourself and highlight your most relevant qualifications for a customer service manager position. A well-crafted summary can grab the attention of hiring managers and showcase your unique value proposition. However, it's crucial to avoid using an objective statement, as they are outdated and fail to focus on what you can offer the company.
When writing your summary, tailor it specifically to the customer service manager role and the company you're targeting. Emphasize your key strengths, experiences, and achievements that align with the position's requirements. Keep it concise, typically no more than 3-4 sentences, and make sure it complements rather than repeats information already present in other sections of your resume.
Your work experience section is the core of your resume. It's where you show hiring managers what you've accomplished and what makes you a great fit for the role. In this section, we'll break down everything you need to know to write a strong work experience section on your customer service manager resume.
When describing your work experience, use strong action verbs that are specific to the customer service industry. This helps hiring managers quickly understand the scope of your responsibilities and the impact you made in each role.
Examples of strong action verbs for a customer service manager resume include:
Avoid using generic or overused verbs like "helped" or "assisted". Instead, choose verbs that paint a clear picture of your contributions and leadership abilities.
The education section of your customer service manager resume should be concise yet impactful. It's an opportunity to showcase your relevant academic background and certifications that qualify you for the role. Here are some key tips to keep in mind when writing this section:
The skills section of your resume is where you highlight your top abilities that are relevant to the customer service manager role. It's an opportunity to show the hiring manager, at a glance, that you have the right mix of skills to excel in the position.
Many companies today use Applicant Tracking Systems (ATS) to automatically scan resumes for specific skills they're looking for. Tailoring your skills section to include relevant keywords from the job description can help your resume pass through these filters and land on the hiring manager's desk.
Here are examples of popular skills from Customer Service Manager job descriptions that you can include on your resume.
This word cloud highlights the important keywords that appear on Customer Service Manager job descriptions and resumes. The bigger the word, the more frequently it appears on job postings, and the more likely you should include it in your resume.
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