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The customer service supervisor is a leadership position who oversees many facets of a customer service team. These individuals usually have extensive experience in customer-facing and/or team leadership roles. As a customer service supervisor, you will be responsible for training and mentoring customer service representatives, tracking employee performance, monitoring key metrics, solving high-level issues and complaints, and more. To become a customer service supervisor, you should have keen problem solving skills, strong leadership abilities, and be an effective multitasker.
For this role, a minimum of an associate's degree is necessary, however a bachelor’s degree could help you land this role more easily. Moreover, hiring managers will be looking for candidates with 3-5 years experience in customer-facing roles, such as experience as a sales representative, customer care representative, or telephone sales representative. You must show hiring managers you understand how to effectively manage and solve customer complaints. In addition, candidates for the role should have excellent time management and leadership skills.
Since customer service supervisors are responsible for overseeing day-to-day productivity of the customer service team, it’s important that they are able to identify areas for growth and improve employee performance quickly. Any and all experience you have teaching, mentoring, or training others should be outlined on your resume.
Customer service managers will be asked to give employees actionable feedback to improve their customer service and KPIs. For this reason, it’s important to have managerial skills such as delivering constructive feedback. Any courses you’ve taken or experiences you’ve had that relate to giving constructive feedback should be highlighted on your resume.
A customer service supervisor plays a key role in the smooth and successful execution of customer service operations. Typically, a customer service supervisor is one level lower than a customer service manager, and with experience may eventually be promoted to that role. Thus, this job often includes some budding responsibilities that you might expect from a manager, including recruiting, training, and general involvement in the ongoing development of the customer service team.
Because a customer service supervisor involves a sizable amount of management and supervisory responsibilities, you should call out experiences you’ve had in the workplace where you have utilized such skills. Try to think of times in the past where you’ve demonstrated admirable leadership qualities, whether it’s coaching staff, ensuring employee satisfaction, or juggling multiple stakeholders in tricky situations. In this resume, the applicant highlights that they “coached, motivated and counselled staff of 30+ employees”.
A great way to stand out from the crowd is to highlight your unique accomplishments and achievements. Perhaps you’ve been promoted ahead of the typical cycle at a role, or you’ve been recognized by your superiors for your superb work ethic and dedication. Any sort of award or outstanding advancement through an organization, even in non-customer service capacities, can communicate to the hiring manager that you’re a fantastic employee. In this template, the applicant notes such promotions and awards (e.g. Awarded ‘Employee of the Year’ consecutively for 2 years; Promoted after 8 months...ahead of schedule by 16 months).
We spoke with hiring managers from top companies like Amazon, Zappos, and American Express, who are responsible for recruiting customer service supervisors. They shared insider tips on what they look for in resumes that stand out. Here are the top tips they recommend to help your resume rise to the top of the pile.
Hiring managers want to see that you have experience leading and motivating a team. Use specific examples from your past roles to show how you coached and developed your direct reports.
Avoid simply listing your management duties or the number of people you supervised without providing context on your leadership abilities and impact.
A resume summary for a Customer Service Supervisor role is optional, but it can be a valuable addition if you want to provide context or highlight key qualifications that may not be immediately apparent from the rest of your resume. It's especially useful if you're making a career change or have extensive experience that you want to summarize. However, avoid using an objective statement, as it's outdated and focuses on what you want rather than what you can offer the employer.
When writing your summary, focus on your most relevant skills, experiences, and achievements that align with the Customer Service Supervisor position. Keep it concise, ideally no more than a few sentences or a short paragraph. Remember, your resume itself is already a summary of your qualifications, so avoid repeating information that's already covered elsewhere.
In the work experience section of your customer service supervisor resume, you need to showcase your relevant experience and accomplishments. This is the most important section of your resume, as it's where hiring managers will spend the most time evaluating your fit for the role.
In this section, we'll cover what to include and how to write about your work experience to make a strong impression:
When describing your work experience, use strong action verbs that are relevant to customer service and leadership roles, such as:
Avoid generic or weak verbs like "responsible for" or "helped with". Instead, choose verbs that demonstrate your leadership, problem-solving, and customer service abilities.
Your education section shows hiring managers that you have the knowledge to succeed in the customer service supervisor role. It also gives them a sense of your career trajectory and background. Here are some tips to make your education section compelling:
The skills section of your resume is a critical component that showcases your top abilities to potential employers. As a customer service supervisor, it's essential to highlight the right mix of technical skills, industry knowledge, and leadership abilities that demonstrate your value and expertise. In this section, we'll walk you through the key steps to crafting a compelling skills section that will catch the attention of hiring managers and help you land your next job.
Here are examples of popular skills from Customer Service Supervisor job descriptions that you can include on your resume.
This word cloud highlights the important keywords that appear on Customer Service Supervisor 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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