All The Different Kinds Of Customer Support Roles

It's essential to understand the different customer support roles when building your team. We break down the top positions you should know.
Published on: Sep 23, 2022
Last updated: Feb 26, 2024

TL: DR

  • When you're thinking about building out your customer support team, it's essential to understand the different customer service roles.
  • Depending on the size of your company and the product or service you offer, you'll need to staff your team with various customer support representatives.
  • The most common customer support positions include customer service representative, technical support specialist, customer experience manager and customer success manager, among others.
  • Read on to find out more about each one.

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In today's business world, it is more important than ever to have a strong customer support team in place.

With more than 90% of Americans using customer service as a factor when deciding whether or not to do business with a company, a good customer support team can make the difference between a company that succeeds and one that fails. 

However, there are many different types of customer support roles, which can make it challenging to know which ones you need on your team — especially if you're just starting out.

This article will discuss the different kinds of customer support roles and explain why each one is important. 

What is customer support?

Customer support is the process of providing assistance to customers who are having problems with a product or service.

This can include anything from answering questions about how to use a product to troubleshooting problems that customers are having.

The goal of customer support is to resolve customer issues so that they can continue using the product or service without any problems. 

Typical job functions for customer support representatives include answering customer questions, resolving customer problems, and providing product information. However, the role and responsibilities of customer support representatives can vary depending on the type of customer support role they have or the company they work for.

Different kinds of customer support roles

There are many different customer support roles, each with its own responsibilities and job functions. The most common types of customer support roles include:

  • Customer Service Representative
  • Customer Service Supervisor
  • Call Center Agent
  • Customer Service Manager
  • Customer Support Representative
  • Technical Support Specialists
  • Customer Support Manager
  • Customer Experience Manager
  • Customer Success Manager
  • Customer Advocate
  • Chief Customer Officer (CCO)

Customer service representative

A customer service representative is the most common type of customer support role. Customer service representatives are responsible for interacting with customers to provide information and resolve issues. They typically work in call centers or brick-and-mortar stores and may be required to handle a high volume of customer calls or inquiries. The number of customer support representatives you need on your team will depend on the size of your customer base and the volume of customer inquiries you receive. 

Customer service supervisor

A customer service supervisor is a manager who oversees a team of customer service representatives. Customer service supervisors are responsible for ensuring that customer inquiries are handled promptly and efficiently. They may also be responsible for training new customer service representatives and monitoring the performance of existing ones. Typically, they are the person called to handle higher-level customer service issues that require more expertise. 

Call center agent

A call center agent is a customer support representative who works in a call center. Call centers are typically large, centralized facilities where customer support representatives handle customer inquiries by phone. Call center agents usually work in high-stress environments and may be required to handle a high volume of customer calls. The center may not be a part of the company, it may be a third-party service. 

Customer service manager

A customer service manager is responsible for the day-to-day operation of a company's customer service department. This includes supervising customer service representatives, developing and implementing customer service policies, and training new customer service employees. In addition, the customer service manager must be able to resolve customer complaints in a satisfactory manner. As the face of the company, the customer service manager must have excellent communication and people skills. The ability to multitask and stay calm under pressure are also essential qualities for this position.

Customer support representative

Customer support representatives are responsible for providing assistance to customers who have questions or concerns about a company's products or services. They may be required to provide information about how to use a product, troubleshoot technical problems, or resolve billing issues. In many cases, customer support representatives will also be responsible for handling customer complaints and escalations. In order to be successful in this role, customer support representatives must have excellent communication and interpersonal skills. They must also be patient and able to handle difficult customer situations effectively.

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Technical support specialists

Technical support specialists are the go-to people for customers or businesses who have questions or problems with their computer systems. They use their knowledge of computer hardware and software to solve technical issues and help customers or businesses make the most of their technology. Most technical support specialists work in call centers, where they provide phone or online support to customers. Others work in-person, giving support at the customer's home or office. In addition to being experts in computer systems, technical support specialists must also be excellent communicators. They need to explain complex technical concepts in simple terms and be patient when dealing with frustrated customers. With the right skills and attitude, a technical support specialist can be the key to keeping a business or individual's computer running smoothly.

Customer support manager

A customer support manager is responsible for the day-to-day operation of a company's customer service department. They oversee a team of customer service representatives and ensure that they are providing excellent customer service. A customer support manager also handles customer complaints and escalations. They work closely with other departments, such as marketing and product development, to ensure that customers are satisfied with the company's products and services. 

Customer experience manager

A customer experience manager is responsible for ensuring that customers have a positive experience with a company. This includes managing customer service, creating and implementing customer feedback programs, and developing strategies to improve the customer experience. In many businesses, the customer experience manager is the link between customers and management, working to ensure that customer needs are met. 

A successful customer experience manager must be able to communicate effectively with both customers and staff and must be able to problem-solve quickly and efficiently. In addition, they must be able to continually assess the customer experience and work to find ways to improve it. By working to create a positive customer experience, a customer experience manager can play a vital role in ensuring the success of a business.

Customer success manager

A customer success manager is a professional who works with a company's customers to ensure they are satisfied with the product or service they have purchased. This includes providing support, training, and advice as needed. The goal of a customer success manager is to keep customers happy and reduce churn. In many cases, customer success managers also work to upsell and cross-sell customers on other products or services that would be a good fit for them. In order to be successful in this role, it is essential to have strong people skills and be able to build relationships quickly. Additionally, Customer Success Managers need to be able to think on their feet and solve problems quickly.

Customer advocate

A customer advocate is a point of contact for customers who need assistance or have questions. Customer advocates work to resolve issues and improve customer experiences. They may also provide feedback to the company about customer needs and expectations. In some cases, customer advocates may also be responsible for promoting the company's products or services. In order to be successful, customer advocates must have excellent communication and customer service skills.

Chief customer officer (CCO)

The chief customer officer, or CCO, is a corporate executive responsible for overseeing the customer experience and ensuring that customers are satisfied with a company's products or services. The CCO reports directly to the CEO and works closely with other executives to ensure that the company is meeting customer needs. In many companies, the CCO is also responsible for developing and implementing customer loyalty programs.

Conclusion

While each of these roles plays an essential part in the customer experience, you may not need all of them on your team. The size and structure of your customer support team will depend on the needs of your business. For example, as your company grows, you may need to add additional customer support roles in order to keep up with customer demand. Whatever the case, it's essential to carefully consider your customer's needs and ensure you have the right team in place to provide them with the best possible experience.

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