Customer service operations is a fast-growing subset of the customer service field, providing advanced support to sprawling customer service teams to help them stay on task, drive customer satisfaction, and grow revenue.
How do you break into this evolving field? We’ve identified 4 common customer service operations roles to look out for:
- Customer Service Operations Associate
- Customer Service and Operations Analyst
- Customer Service Operations Specialist
- Customer Support Operations Manager
In this article, we’ll share sample job descriptions for each role to give you an idea of the job responsibilities and qualifications. These are fictitious samples based on real job listings, but do not reflect actual open positions.
Customer Service Operations Associate job description
Summary: A Customer Service Operations Associate is responsible for providing excellent customer support and ensuring efficient resolution of customer inquiries and issues across various channels. This role plays a crucial part in delivering a positive customer experience. Note that this role may require shift work, including evenings, weekends, and holidays to accommodate customer needs.
Key responsibilities:
- Actively listen to customers, ask clarifying questions, and document details accurately in the customer relationship management (CRM) system
- Escalate complex issues to subject matter experts or supervisors when necessary
- Follow standard operating procedures and compliance guidelines during each customer interaction
- Handle inbound customer inquiries, complaints, and requests through channels like phone, email, chat, and social media in a timely and professional manner
- Identify opportunities for process improvements to enhance customer satisfaction and operational efficiency
- Leverage knowledge resources and troubleshooting guides to provide accurate information and solve customer problems
- Maintain and expand the internal knowledge base
- Maintain up-to-date customer data and case records in the CRM system
- Meet and exceed performance targets for metrics such as response times, resolution rates, and customer satisfaction scores
Qualifications:
- High school diploma or equivalent, some college education preferred
- Prior experience in a customer service role, ideally in a call center or support operations environment
- Strong verbal and written communication abilities
- Solid problem-solving, multi-tasking, and decision-making capabilities
- Proficiency with computer applications and customer service software/tools
- Approachable demeanor with a knack for building rapport with customers
- Patience, empathy, and a commitment to delivering outstanding customer experiences
Salary range: $37,000 to $48,000
Customer Service and Operations Analyst job description
Summary: A Customer Service and Operations Analyst is responsible for analyzing customer service processes, data, and performance metrics to identify opportunities for operational improvements and enhanced customer experiences.
The Customer Service and Operations Analyst plays a crucial role in bridging the gap between frontline customer service and broader organizational operations, driving continuous improvement through data-driven insights and process optimization.
Key responsibilities:
- Assist in the implementation of new customer service tools, technologies, and initiatives to drive operational excellence
- Collaborate with customer service teams to understand pain points, gather requirements, and propose process improvements
- Collect and analyze customer service data such as call volumes, handle times, resolution rates, and customer feedback across all channels (phone, email, chat, etc.)
- Conduct root cause analysis on recurring customer issues or complaints to identify and address underlying operational inefficiencies
- Develop reports, visualizations, and insights to highlight customer service operational trends, bottlenecks, and areas for optimization
- Develop and document standard operating procedures (SOPs) and best practices for customer service processes
- Identify opportunities for automation, self-service capabilities, and other innovative solutions to enhance the customer experience
- Liaise with cross-functional teams (IT, product, marketing, etc.) to align customer service operations with broader business objectives
- Monitor and report on key performance indicators (KPIs) related to customer satisfaction, service quality, and operational efficiency
- Provide training and support to customer service staff on data analysis, process improvements, and the use of operational tools/systems
Qualifications:
- Bachelor’s degree in Business Administration, Operations Management, or a related analytical field
- 2-4 years of experience in customer service, operations analysis, process improvement, or a relevant role
- Strong analytical, problem-solving, and data visualization skills
- Proficiency with data analysis tools (e.g., Excel, SQL, Tableau) and customer service software/systems
- Excellent communication and interpersonal abilities for cross-functional collaboration
- Understanding of customer service best practices, metrics, and quality standards
- Project management skills and the ability to drive process improvements and operational changes
Salary range: $39,000 to $50,000
Customer Service Operations Specialist job description
Summary: A Customer Service Operations Specialist is responsible for ensuring efficient and high-quality delivery of customer service across all channels and touchpoints. This role plays a critical part in optimizing operational processes, implementing service standards, and driving continuous improvement to enhance the overall customer experience.
Key Responsibilities:
- Analyze customer service operational data, trends, and metrics to identify improvement opportunities and bottlenecks
- Collaborate with stakeholders to define and monitor key performance indicators (KPIs) for customer satisfaction, resolution rates, response times, etc.
- Conduct quality assurance monitoring of customer interactions across channels (phone, email, chat, etc.) to ensure adherence to service standards
- Coordinate with cross-functional teams (IT, product, marketing) to enhance the customer experience through improved processes and technology
- Develop and implement standard operating procedures, policies, and best practices to streamline customer service processes
- Handle escalated and complex customer issues, providing guidance and support to frontline staff
- Identify opportunities for automation, self-service capabilities, and other operational enhancements
- Manage and maintain customer service software, tools, and knowledge bases to ensure up-to-date information and resources
- Prepare and present operational reports, insights, and recommendations to management
- Provide training, coaching, and feedback to customer service representatives to improve skills and performance
Qualifications:
- Bachelor’s degree in Business Administration, Operations Management or related field
- 3+ years of experience in customer service operations, quality assurance, or process improvement roles
- Strong analytical, problem-solving, and project management abilities
- Excellent communication and interpersonal skills for training and collaborating with teams
- Proficiency with customer service software, CRM systems, and data analysis tools
- In-depth understanding of customer service best practices, metrics, and quality standards
- Customer-centric mindset with a passion for delivering exceptional service experiences
Salary range: $53,000 to $84,000
Customer support operations manager job description
Summary: A Customer Support Operations Manager is responsible for leading and overseeing the daily operations of the customer support department. This role ensures efficient and high-quality customer service across all channels while driving continuous process improvements and operational excellence.
Key responsibilities:
- Analyze operational data, trends, and customer feedback to identify areas for improvement and optimize processes
- Collaborate with cross-functional teams (IT, product, marketing) to address root causes of customer issues and enhance the overall customer experience
- Develop and implement standard operating procedures, policies, and best practices to streamline customer support processes and ensure consistency
- Develop and manage the customer support operations budget, forecasting resource needs, and controlling costs
- Handle escalated customer complaints and complex issues, providing guidance and resolution to ensure customer satisfaction
- Manage and coach a team of customer support representatives, providing guidance, training, and feedback to enhance their skills and performance
- Manage the implementation and effective utilization of customer support tools, technologies, and systems (e.g., CRM, helpdesk software)
- Monitor key performance indicators (KPIs) such as response times, resolution rates, customer satisfaction scores, and adherence to service level agreements (SLAs)
- Oversee the maintenance and updating of customer support knowledge bases, scripts, and training materials
- Plan and manage staffing levels, schedules, and resource allocation to ensure adequate coverage across all customer support channels
- Prepare and present operational reports, insights, and recommendations to senior management
Qualifications:
- Bachelor’s degree in Business Administration, Operations Management, or a related field
- 5+ years of experience in customer support operations, service delivery, or a related leadership role
- Proven ability to manage and motivate teams, drive performance, and foster a customer-centric culture
- Strong analytical, problem-solving, and project management skills
- Excellent communication and interpersonal abilities for team leadership and cross-functional collaboration
- In-depth knowledge of customer support best practices, metrics, and quality standards
- Proficiency with customer support software, CRM systems, and data analysis tools
- Experience in developing and implementing operational strategies, processes, and procedures
Salary range: $65,000 to $115,000
