Customer Service Operations Roles & Job Descriptions

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