Sample customer service manager job description

[Company X] is dedicated to providing reliable, measurable, and high-quality customer service by adding an experienced customer service manager to the team. We are looking for a candidate who can demonstrate strong and capable leadership qualities with an ability to resolve all types of customer inquiries. Our ideal customer service manager will know how to supervise and mentor other customer service representatives by teaching them industry best practices, offering feedback, and establishing measurable customer satisfaction goals.

Objectives of this role

  • Manage daily workflow within the customer service department
  • Create and track customer service goals
  • Supervise a team of customer service representatives
  • Hire and onboard new customer service employees
  • Assist in developing an effective customer loyalty program
  • Document all interactions with clients


  • Respond to customer inquiries on a regular basis
  • Receive and implement customer feedback to improve the quality of service
  • Manage daily progress in meeting important business metrics
  • Generate detailed reports on customer interactions
  • Provide additional upskilling or learning opportunities for team members
  • Oversee the budget for the customer service department

Skills and qualifications

  • Demonstrated experience in customer service
  • Strong understanding of customer service software
  • Clear verbal and written communication skills
  • Familiarity with management techniques
  • Ability to meet and exceed customer needs

Preferred qualifications

  • Interpersonal skills
  • Problem-solving skills
  • Ability to maintain customer confidentiality
  • Ability to work collaboratively