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If you’ve Googled “Customer Service Manager job description,” you’ve probably seen dozens of articles.
But here’s the problem: most of them don’t actually help you hire the right person.
They give you bullet points. Buzzwords. A generic checklist of tasks.
What they don’t give you?
A job post that actually attracts a high-performing customer service leader—someone who can build systems, coach a team, and turn upset customers into loyal fans.
Here’s the truth:
Most job descriptions are written like legal documents. They’re cold. Vague. And forgettable.
But the best candidates aren’t scrolling job boards looking for more of the same. They’re looking for purpose, clarity, and a company that gets it.
So in this guide, we’re doing things differently.
We’ll walk you through how to write a real Customer Service Manager job post—one that feels human, inspires trust, and helps you hire smarter.
And if you haven’t yet, you may want to check out our full master guide on full guide on how to write a job post that attracts top talent: Link https://workscreen.io/how-to-write-a-job-post/ before diving in—it’s packed with practical tips and real examples.
WorkScreen simplifies the hiring process, helping you quickly identify top talent while eliminating low-quality applications. By saving you countless hours and reducing the risk of bad hires, it empowers you to build a team that delivers results
What A Customer Service Manager Actually Does - Their Roles
A Customer Service Manager isn’t just someone who oversees a support team.
They’re the person responsible for making sure your customers feel heard, helped, and happy—every time they interact with your business.
They coach frontline agents. They build systems to handle issues at scale. They track metrics like CSAT and response time—but they also know how to defuse tough conversations and turn angry customers into repeat buyers.
Think of them as your customer experience quarterback.
They don’t just answer tickets—they lead the team that protects your brand’s reputation.
The best Customer Service Managers are part strategist, part coach, and part peacemaker. They need emotional intelligence, process thinking, and a deep commitment to helping both your customers and your team succeed.
So if you’re hiring for this role, you’re not just filling a management position—you’re bringing in someone who helps retain customers, build loyalty, and drive long-term growth.
Two Great Customer Service Manager Job Description Templates
✅ Option 1: For Experienced Candidates
📌 Job Title: Customer Service Manager for Fast-Growing E-commerce Brand (Remote-Friendly)
💼 Full-Time | Remote or Hybrid (Austin, TX preferred) | $65,000–$85,000/year
⏰ Mon–Fri | 9AM–5PM CST
🎥 [Insert Loom video from the Head of Operations or CEO welcoming applicants]
Who We Are
At BrightNest Co., we help homeowners upgrade their spaces with premium, sustainable home goods—delivered with white-glove support. Since launching in 2020, we’ve grown to serve over 200,000 customers and built a passionate team that believes great service is just as important as great products.
We’re now looking for a Customer Service Manager to lead our support team and help scale our operations without losing the personal touch we’re known for.
What You’ll Be Doing
- Lead and mentor a team of 6–8 customer support agents
● Build and optimize processes for tickets, live chat, and phone support
● Handle escalated customer issues with empathy and efficiency
● Monitor KPIs (CSAT, first response time, resolution rate) and improve performance
● Collaborate with Ops, Product, and Marketing teams to represent the voice of the customer
● Hire and onboard new agents as the team grows
What We’re Looking For
- 3+ years experience managing a customer support team (E-commerce or SaaS preferred)
● Proven ability to improve team performance and customer satisfaction
● Strong written and verbal communication skills
● Experience with tools like Zendesk, Gorgias, or Intercom
● Calm under pressure, solutions-oriented, and team-first mentality
Perks & Benefits
- Health, dental, and vision coverage
● 15 paid days off + 10 company holidays
● $1,000/year learning & development stipend
● Remote flexibility with optional coworking space
● Annual team retreat
Why This Role Matters
You won’t be micromanaged—we’re looking for someone who can own this function. You’ll play a critical role in shaping how our customers experience our brand, and you’ll be trusted to lead with both heart and systems thinking.
Our Hiring Process
We respect your time. Every applicant will hear back from us—whether you’re selected or not.
Shortlisted candidates will complete a WorkScreen evaluation, then move to interviews with our team. Finalists will receive a paid project to ensure mutual fit.
How to Apply
Apply through this WorkScreen link: [Insert your WorkScreen application link here]
You’ll go through a quick, skill-based evaluation designed to highlight your strengths beyond just your résumé.
✅ Option 2: For Willing-to-Train Candidates
📌 Job Title: Customer Support Team Lead – We’ll Train the Right Person!
💼 Full-Time | In-Office (Columbus, OH) | $20–$25/hour
⏰ Tue–Sat | 10AM–6PM
🎥 [Insert Loom video from the Operations Manager welcoming applicants]
About Us
LocalCart is a same-day delivery service for grocery stores and small retailers. We believe local businesses deserve the same tech-powered support as big box stores—and we back that belief with fast deliveries and friendly service.
We’re hiring a Customer Support Team Lead to guide a small team, support customers, and grow into a future management role. No leadership experience required—we’ll coach and train you.
What You’ll Be Doing
- Answer customer calls, emails, and live chats
● Help junior reps troubleshoot delivery issues
● Spot patterns and suggest ways to improve service
● Keep track of common problems and share them with the ops team
● Help with agent scheduling and basic reporting
What You Need
- 1–2 years of customer service experience (retail, hospitality, or call center is great!)
● Great communication skills and a calm attitude
● Basic computer skills and comfort using software tools
● A hunger to grow, learn, and lead—even if this is your first leadership role
Perks & Benefits
- Weekly pay + overtime opportunities
● 10 paid time off days + 5 sick days
● On-the-job training and mentorship
● Internal promotion path to Manager within 12–18 months
● Monthly team lunches and a fun, supportive environment
Why You Should Apply
If you’re looking for a company that believes in developing people, LocalCart is for you. You’ll gain real experience, real responsibility, and real growth. This role is perfect for someone ready to take the next step in their career—without needing to check every box first.
Our Hiring Process
We review every application carefully and respond to all candidates within 1–2 weeks.
Interviews are conducted in person or virtually, and we’ll keep you updated every step of the way. Finalists will be invited to a paid trial shift so we can both make sure it’s a great fit.
How to Apply
Apply here through WorkScreen: [Insert your WorkScreen application link here]
You’ll complete a short, skill-based evaluation that helps us understand your strengths—beyond just your resume.
Build a winning team—without the hiring headache. WorkScreen helps you hire fast, confidently, and without second-guessing.
Breakdown of Why These Job Posts Work
Let’s break down why these two Customer Service Manager job descriptions work so well—and how you can apply the same techniques to your own job posts.
1. The Job Titles Are Clear, Specific, and Purpose-Driven
Instead of vague labels like “Customer Service Manager,” the titles clarify:
- The context of the role (e.g., fast-growing e-commerce brand)
- Who it’s for (e.g., remote-friendly, we’ll train the right person)
- Why it matters (e.g., build and lead the support team)
This helps your post stand out on job boards and attract the right candidates.
2. They Start with a Human Introduction
Each post opens with warmth and context—not a robotic list of tasks.
By briefly telling the company story, the mission, and why the role exists, candidates feel emotionally connected from the start. That emotional buy-in is what attracts selective, thoughtful applicants.
3. Salary and Benefits Are Transparent
Both templates include pay ranges, time off, and real perks—not vague statements like “competitive compensation.”
Transparency like this builds trust, filters out mismatched candidates, and signals that your company respects its people.
4. They Explain the ‘Why’ Behind the Role
These job posts don’t just list what the person will do—they show how their work contributes to the team, the customer, and the company mission.
This framing gives purpose to each task and makes even “routine” work feel meaningful.
5. The Tone Is Friendly, Not Formal
Notice the tone? It’s clear, human, and jargon-free.
Words like “We’re excited to meet you,” “we’ll train the right person,” or “you won’t be micromanaged” make the post feel like a conversation, not a contract.
This is what top candidates connect with—especially those who care about company culture and leadership style.
6. The Hiring Process Is Respectful and Clear
Instead of “only shortlisted candidates will be contacted,” each post clearly explains:
- What happens after applying
- That every applicant gets a response
- What steps to expect (e.g., skill test, interview, paid trial)
This lowers applicant anxiety, makes you look more professional, and leaves a better impression—even on candidates you don’t hire.
7. The Application Method Signals Modern Hiring
By using WorkScreen instead of collecting resumes through a random inbox, you show that your hiring process is:
- Efficient (one-click, structured)
- Fair (focused on skills, not just credentials)
- Intentional (not a copy-paste job)
It also shows candidates that you’re serious about hiring thoughtfully—not just checking a box.
Example of a Bad Customer Service Manager Job Description (And Why It Fails)
Let’s take a look at the kind of job post that shows up far too often online. It’s technically “complete”—but it’s cold, generic, and forgettable.
❌ Bad Job Post Example
Job Title: Customer Service Manager
Company: GlobalNet Solutions
Location: Remote
Job Type: Full-Time
Salary: Negotiable
Job Summary:
GlobalNet Solutions is hiring a Customer Service Manager to oversee customer service operations and ensure customer satisfaction. The role involves managing support staff and implementing service procedures.
Responsibilities:
● Manage day-to-day operations of the customer support team
● Develop customer service procedures and policies
● Handle escalations and ensure timely resolutions
● Monitor and improve customer satisfaction
● Maintain service KPIs and generate reports
Requirements:
● Bachelor’s degree in Business, Communications, or a related field
● 3–5 years of experience in customer service or support
● Strong communication and leadership skills
● Familiarity with CRM systems
How to Apply:
Submit your resume and cover letter to hr@globalnetsolutions.com.
Only shortlisted candidates will be contacted.
❌ Why This Job Post Falls Short
1. The Job Title Is Generic
“Customer Service Manager” says what the role is—but not who it’s for, where it fits, or why it matters. It’s not designed to stand out or appeal to a specific kind of applicant.
2. The Introduction Feels Like a Placeholder
There’s no mission, no culture, no human connection—just a cold overview. It doesn’t tell candidates why this role exists or what kind of company they’d be joining.
3. No Salary Transparency
“Negotiable” is vague and frustrating. Candidates are left guessing whether the pay aligns with their expectations. In today’s job market, that’s a fast way to lose top talent.
4. Zero Insight Into Culture or Team Dynamics
There’s no mention of the company’s values, support style, or leadership approach. It reads like a checklist—there’s no sense of who the team is or how the manager will contribute beyond task completion.
5. The Responsibilities Are Too Broad
The duties listed could apply to hundreds of jobs. There’s no detail about the tools used, how success is measured, or what the day-to-day really looks like.
6. The Hiring Process Is Cold and Dismissive
Saying “only shortlisted candidates will be contacted” feels outdated and disrespectful. It leaves applicants hanging—and signals that the company hasn’t invested much into the experience.
7. The Call to Action Has No Personality
Ending with “Submit your resume” and nothing else is a missed opportunity. There’s no encouragement, no warmth, and no excitement. It feels like a formality—not an opportunity.
Bonus Tips to Make Your Job Post Stand Out
Once you’ve nailed the structure, tone, and clarity of your job post—there are a few bonus elements you can add to elevate it even further. These small details build trust, show care, and help you stand out in a sea of bland job ads.
✅ 1. Add a Security & Privacy Notice for Applicants
With so many scams circulating online, a simple statement like this builds trust instantly:
🛡 “We take the privacy and security of all job applicants seriously. We will never ask for payment, personal banking information, or sensitive identification details during any part of the hiring process.”
This reassures applicants that they’re dealing with a legitimate company—and that you respect their safety.
✅ 2. Mention Leave Days or Flex Time
Candidates don’t just care about salary—they care about work-life balance. Mentioning paid time off or flexible scheduling makes your role more appealing and human.
🌴 “Enjoy up to 24 paid flex days per year so you can rest, recharge, and come back stronger.”
Even if your policy is modest, being transparent about it gives your post an edge.
✅ 3. Highlight Training & Growth Opportunities
Many high-potential candidates apply not for where the role starts, but for where it can lead. If you offer learning, mentorship, or internal promotion paths—say it clearly.
📈 “We invest in your growth. You’ll get access to training, mentorship, and a clear path to leadership.”
Even entry-level roles become more attractive when candidates see a future with your company.
✅ 4. Include a Loom or YouTube Video from a Team Member
Want to make your job post instantly stand out? Add a short video from the hiring manager, founder, or teammate. It doesn’t need to be fancy—just authentic.
🎥 A 60-second Loom video that says:
“Hey, I’m Jess, Head of Ops here at BrightNest. We’re looking for someone who cares about customers the way we do—and if that’s you, we’d love to hear from you.”
This builds a human connection before the candidate even applies.
Example:
Before you apply, take 60 seconds to meet our CTO. Here’s what we’re building and why we’re excited about it.
Here is an example that we used in our master guide on how to write a great job post description , you can check it out here https://www.loom.com/share/ba401b65b7f943b68a91fc6b04a62ad4
These simple tweaks can elevate a “pretty good” job post into something memorable—and that’s what it takes to attract the best candidates in a noisy hiring market.
Should You Use AI To Write Job Descriptions?
Let’s talk about something important: AI-generated job descriptions.
It’s tempting to ask ChatGPT (or your ATS) to whip up a quick job post. And yes—AI can help you move faster. But if you rely on it blindly, you’ll likely end up with a generic, uninspired post that attracts the wrong candidates.
The Wrong Way to Use AI
“Write a job description for a Customer Service Manager.”
You’ll get a block of text that looks like every other job post out there:
- Buzzwords without meaning
- Responsibilities that could apply to any job
- Zero personality or insight into your company
It might technically work—but it won’t connect. And it definitely won’t attract high-quality, mission-aligned candidates.
The Right Way to Use AI (with Your Input)
AI works best as a refining tool—not a replacement for your voice.
Here’s how to prompt it properly:
“Help me write a job post for our company, BrightNest Co. We’re hiring a Customer Service Manager to lead a small support team and improve our customer experience. Our culture is values-driven, remote-friendly, and focused on doing right by the customer. We want to attract someone empathetic, coachable, and process-oriented. We offer a salary of $65–85K, 15 PTO days, health benefits, and a $1,000 learning stipend. Here are some raw notes I’ve written to get you started…”
By feeding AI your context, culture, tone, and benefits, you get something that feels more like you—and way more compelling to the reader.
Pro Tip:
Already have a strong example from a past job post?
Just tell AI:
“Make something similar to this job post—but adjust it for [new role], and keep the tone warm, clear, and values-driven.”
This is how you get leverage from AI without losing your message.
In short: Don’t let AI be the author. Let it be your editor.
Start with real insights, real culture, and real clarity—then let AI polish, organize, and refine.
Don’t let bad hires slow you down. WorkScreen helps you identify the right people—fast, easy, and stress-free.
Need a Quick Copy-Paste Job Description?
✅ Option 1: Conversational Job Description Template (Culture-First Style)
📌 Job Title: Customer Service Manager for Fast-Growing E-commerce Brand
💼 Full-Time | Remote | $XXX–$XXX/year
🎥 [Insert short Loom from hiring manager]
About Us
We’re [Your Company Name], an online brand known for [what you sell or do] and loved for our customer-first mindset. We’ve served over [X] customers and are growing fast. Great service is at the heart of everything we do—and we’re hiring a Customer Service Manager to help lead that charge.
What You’ll Be Doing
● Lead and mentor our growing support team
● Improve internal systems, ticket flow, and customer satisfaction
● Jump in to handle escalated issues with empathy
● Track KPIs like CSAT, response time, and resolution rate
● Collaborate with cross-functional teams to advocate for customer needs
What We’re Looking For
● 3+ years of support team leadership (bonus if e-comm or SaaS)
● Clear communicator and empathetic problem-solver
● Strong with tools like Gorgias, Zendesk, or Intercom
● Calm under pressure, proactive, and growth-minded
Perks & Benefits
● Health, dental, and vision coverage
● 15 PTO days + paid holidays
● $1,000 annual learning stipend
● Remote flexibility
● Fast-paced team that values clarity and ownership
How to Apply
Apply here through WorkScreen: [Insert your WorkScreen link]
You’ll complete a short evaluation to show us how you think—not just what’s on your resume.
Everyone will get a response. Finalists will complete a paid project.
✅ Option 2: Structured Format (Job Brief + Responsibilities + Requirements)
📌 Job Title: Customer Service Manager
Location: Remote or Hybrid (Austin, TX preferred)
Type: Full-Time
Pay: $XXX–$XXX/year
Job Brief
We’re seeking a Customer Service Manager to lead and scale our support team. You’ll coach agents, improve systems, track metrics, and help turn every customer interaction into a positive brand moment.
Responsibilities
● Oversee day-to-day customer support operations
● Manage a team of support reps across chat, email, and phone
● Handle escalated customer issues professionally and promptly
● Develop workflows and feedback loops for service improvement
● Track and report on performance KPIs
Requirements
● 3+ years in customer service leadership
● Strong interpersonal and communication skills
● Experience with support platforms (Zendesk, Gorgias, Intercom)
● Ability to stay calm, organized, and clear under pressure
● Passion for building systems and improving customer experience
How to Apply
Apply here through WorkScreen: [Insert link]
We review every application seriously and aim to respond to all candidates within 1–2 weeks.
Let WorkScreen Handle the Rest
Writing a strong job post is step one. But now comes the hard part: figuring out who to actually hire.
That’s where WorkScreen.io comes in.
We’ve built WorkScreen to take everything you’ve just done—and make sure it pays off.
Here’s how:
✅ Quickly identify your most promising candidates
WorkScreen automatically evaluates, scores, and ranks applicants on a performance-based leaderboard.
No more digging through résumés—just log in and see who’s most likely to succeed.
✅ Assess skills, not just credentials
Resumés don’t show work ethic, empathy, or real problem-solving.
With WorkScreen, you can send one-click skill assessments that reflect what the role actually requires—so you hire based on capability, not just history.
✅ Filter out low-effort applicants
You’ll avoid time-wasters who use AI to copy-paste answers or blast one-click applications.
Our system helps you focus on serious candidates who show up ready to engage.
✅ Give every applicant a great experience
WorkScreen makes your hiring process feel modern, fair, and respectful. You’ll stand out just by being thoughtful.
Ready to hire smarter? Sign up at www.WorkScreen.io, write a compelling job post, and let WorkScreen help you spot top talent—fast.
FAQ
A strong Customer Service Manager should have a mix of leadership, emotional intelligence, and process-thinking skills. Specifically, look for:
- Communication – Can they clearly articulate expectations and coach reps?
- Empathy – Do they handle escalations with care and understand the customer’s perspective?
- Team Leadership – Have they led a team, provided feedback, and improved morale?
- Problem-Solving – Can they think quickly under pressure and resolve issues efficiently?
- Process Improvement – Have they built or optimized systems like help desk workflows, ticketing tools, or escalation protocols?
- Data Fluency – Are they comfortable analyzing metrics like CSAT, response time, or ticket volume to guide decisions?
Salaries vary based on experience, location, and industry, but here’s a general range:
- United States Average: $60,000–$85,000/year
- Top 25% of earners: $90,000+
- Entry-level or assistant manager roles: $45,000–$55,000
SaaS and E-commerce companies tend to pay higher than brick-and-mortar or non-profit organizations. Always include a salary range in your job post to build trust and reduce misaligned applicants.
Not necessarily. While some companies list a degree as a requirement, many great Customer Service Managers rise through the ranks based on experience and performance.
If you want to widen your talent pool, consider making a degree optional and focusing on proven leadership, communication, and systems skills.
Top candidates should be comfortable with tools like:
- Zendesk, Gorgias, Intercom – Help desk software
- Slack, Notion, or Asana – Internal communication and documentation
- Google Sheets or Looker – For tracking and reporting on KPIs
- Bonus if they know how to use macros, tagging logic, or automation tools to streamline workflows.
Instead of relying only on interviews, use real-world simulations or skill tests (like the ones offered through WorkScreen).
For example:
- Give them a sample escalated ticket and ask how they’d respond.
- Present a mock support metric dashboard and ask what they’d prioritize.
This helps you see how they think, prioritize, and communicate under pressure.
