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Home Guides

Customer Service Manager Job Description Template [Free + Ready to Use]

Dalia Khirfan by Dalia Khirfan
January 5, 2022 - Updated on May 15, 2025
in Guides
10
How to Write Customer Service Manager Job Description?
353
VIEWS

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.

Inside hide
Why It Matters
Customer Service Manager Job Description Template
Job Title
Job Brief
Reports To
Responsibilities
Requirements
Best Platforms to Post This Job
Pro Tips for Attracting the Right Candidates

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:

  • LinkedIn
  • 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

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Customer Success Manager Job Description

Dalia Khirfan

Dalia Khirfan

Dalia Khirfan is a tech and media writer based in Amman, Jordan, with a sharp focus on social media trends, digital platforms, and emerging technologies. At SOS Children’s Villages Jordan, she leads digital marketing and fundraising efforts, blending strategy with storytelling to drive real-world impact. Known for her passion for Apple products and a deep understanding of digital culture, Dalia brings clarity and energy to everything she covers. Whether analyzing algorithm shifts or spotlighting new digital tools, she connects the dots between tech, people, and purpose.

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