What is a Customer Service Supervisor?

The Customer Service Supervisor plays a key role in the management of the customer service department..


Duties of the Customer Service Supervisor can vary from one organization to another but supervisors are often responsible for the smooth running of the customer service operation.

They may be responsible for the supervision of Customer Service Representatives (CSRs) or the entire customer service team.

The Customer Service Supervisor could be expected to assist in the establishment of a customer care policies and procedures. Being close to the customer, team members and management can give the position a unique viewpoint from which the company can benefit when setting up customer focused systems.

Supervisors are sometimes responsible for staffing levels and may be involved in the recruiting and interviewing of customer service team members. They will be involved in the training, coaching and ongoing development of the team.

The role plays a key part in coordinating with other departments to resolve issues.

Excellent communication skills are required as well as the necessary range of soft skills. Additional qualities needed include: approachability, personal skills, team-working ability, adaptability, excellent communication skills and the ability to remain calm under pressure.

Companies employ Customer Service Supervisors from within the organization, through the promotion of CSRs and Team Leaders or from outside the company.

The job of is a varied and satisfying one. It combines dealing with customers and the leadership of others on a daily basis. With promotion the role can lead to the position of Customer Service Manager.