Writing a clear and effective Customer Service Manager job description can make or break your hiring process. A strong job post attracts qualified candidates, saves time in screening, and sets the right expectations from day one.
In this guide, you’ll find a practical, copy-paste-ready template tailored for companies hiring a Customer Service Manager. Use it for posting on platforms like LinkedIn, Wuzzuf, or any free job board.
Why It Matters
Customer service is a frontline function that shapes how your brand is perceived. Hiring the right manager ensures customer satisfaction, reduces churn, and boosts long-term loyalty. But that starts with a well-written job description that speaks to the right talent.
Customer Service Manager Job Description Template
Job Title
Customer Service Manager
Job Brief
We are looking for a Customer Service Manager to lead our support operations and deliver a best-in-class experience to customers. The role involves managing a team, resolving escalated issues, improving customer satisfaction metrics, and collaborating across departments to optimize service quality.
Reports To
This role typically reports to one of the following:
- Regional Sales Manager
- VP of Sales
- Chief Commercial Officer
Responsibilities
- Lead and manage the customer service team to ensure high performance
- Handle escalated customer complaints and deliver timely resolutions
- Monitor and evaluate the quality of service across phone, chat, and email
- Drive improvements in processes, systems, and policies to boost efficiency
- Collaborate with sales, logistics, and supply chain teams to resolve operational issues
- Recruit, train, and mentor new team members
- Track KPIs such as CSAT, NPS, resolution time, and team productivity
- Prepare reports and present insights to leadership on customer trends and performance
Requirements
- Degree or diploma in Business, Marketing, or a related field
- Proven experience in a customer service leadership role
- Strong problem-solving, coaching, and communication skills
- Ability to work cross-functionally and manage team performance metrics
- Familiarity with CRM tools such as Zendesk, Salesforce, or Freshdesk
- Comfortable working in fast-paced or matrixed environments
Best Platforms to Post This Job
You can use this template on:
- Forasna
- Wuzzuf
- Your company careers page
- Any relevant niche job board in your industry
Pro Tips for Attracting the Right Candidates
- Be specific. Include KPIs or systems they’ll be responsible for.
- Use inclusive language. Avoid jargon that may deter qualified applicants.
- Add a salary range. If possible, transparency boosts application quality.
- Mention perks and benefits. Especially if you’re hiring in a competitive market.
FAQs
What does a Customer Service Manager do?
They manage customer service teams, handle escalations, improve processes, and ensure a consistent customer experience across all channels.
What makes a great job description?
Clarity, structure, and relevance. A good job description speaks directly to qualified candidates and reflects your company’s values and expectations.
Is this role senior?
Yes. A Customer Service Manager usually oversees teams and reports to sales or commercial leadership.
What tools should a Customer Service Manager know?
Common platforms include Zendesk, Salesforce, Freshdesk, and live chat tools. Familiarity with dashboards and KPIs is a plus.
Can this job be remote?
That depends on your company. Many companies now offer hybrid or fully remote roles for customer service leaders.
A great job description is more than a list of duties — it’s the first step toward building a high-performing customer experience function. Use this template to attract candidates who are not just qualified, but also aligned with your company’s mission and values.
For more hiring guides, templates, and recruitment tips, explore adigitalboom.com
