Whether you’re a customer service representative on the front lines or a VP deciding team goals, we’d love to take a peek behind the curtain to see what it’s like for your business.
What is the training and on-boarding like? What is your salary as a customer service rep? Where do you see the future of customer service heading -- is it offered over the phone, or is the landscape shifting to something like instant chat tools and knowledge base FAQs?
Let us know your thoughts bytaking our 10-minute survey. It's completely anonymous and will help us update this post to share data and insights about what the customer service industry looks like today.
Congratulations. You're considering a career in customer support and service. This is an incredible opportunity for you to connect with customers and transform their experiences with brands.
As with any job, you probably want to do your research first. You might look into industry trends, best companies to work for, and required skills and knowledge. After deciding whether or not the job seems like a good fit for you, you might finally decide to check out the average salary.
As important as it to follow the mantra, "Choose a job you love, and you will never have to work a day in your life," we all still need to work to make a living. Understanding the average (and maximum potential) salary of a new industry is important. You want to find a balance between loving your job and also making a salary that helps you afford the things you love outside of work.
Keep reading to find out if a career in customer service, support, success, or experience is for you.
We consulted PayScale, an authoritative service that provides U.S. salary data for industries across the board. PayScale creates their salary reports by analyzing anonymous salary data submitted by real employees, comparing various factors (i.e. years of experience, education level, similar job titles), and performing background checks and tests to ensure reliability and validity.
Customer service is reaching out to customers via phone calls, emails, etc. with products or services for them. Your company believes you have something special that will help improve the lives of a customer. Thus, you work to convince those customers why they should make a purchase with you.
Customer Service Representative Salary
Customer service representatives are the frontline workers for the customer service teams. They are the ones reaching out to customers, offering product and service solutions and other proactive communication.
Similarly to customer service reps, customer service specialists also reach out to customers with product or service offers. Additionally, customer service specialists may serve as a liaison between the other customer service reps and the customer service manager or supervisors, since they typically have more experience.
Customer service supervisors are typically tasked with overseeing a team of junior customer service representatives. They might answer any questions for employees and help handle crises. There may be multiple supervisors working with a given team.
Customer service managers are in charge of managing their entire customer service team. They will help with hiring and training their reps, as well as offering feedback on their progress. They will also handle any long-term issues with customers that can no longer be solved by the customer service reps.
Customer support is responding to customer phone calls, emails, live chats etc. about your products or services. They have questions, complaints, or generally need help, and you are helping to supply that need to them. Instead of convincing them to buy your products, you are simply guiding them through their process, either pre or post-purchase.
Customer Support Representative Salary
Customer support representatives are the frontline workers for the customer support teams. They respond to customer outreach, answer inquiries, and come up with solutions for any of their problems.
Similarly to customer support reps, customer support specialists also respond to customer outreach. Additionally, customer support specialists may serve as a liaison between the other customer support reps and the customer support manager, since they typically have a little more experience.
Customer support analysts identify technical problems customers are having with a product or service and help troubleshoot. They might also analyze customer data to update products or services. This role typically falls in tech companies.
Customer support managers manage their entire customer support team. They help hire and train their reps, as well as offer feedback on their progress. They communicate often with customers, especially about large-scale problems and ensure that their team remains aligned with company goals.
Customer success is working closely with customers as they navigate using your products or services post-purchase. You work together as partners with the equal goal of wanting the customer to reach their goals through the use of your products or services.
Customer Success Associate Salary
Customer success associates work directly with customers, helping them with product onboarding, goal-setting, and executing campaigns. They function as the consultants of their customers, offering them insights and tools to be successful.
Customer success managers either work similarly to customer success associates or oversee their customer success team, based on the company. Overall, their goals are to ensure customers successfully master the software, implement it into their companies, and achieve their goals.
Customer experience focuses on the overarching programs within the company that influence customer experiences at every touchpoint. These programs help anyone on a customer team share a vision and understand how quality customer experiences can contribute to the company's financial goals.
Customer Experience Manager Salary
Customer experience managers design and implement programs within the company to improve the customer experience and encourage other teams to have a customer-focused vision. In all programs they create, they must attempt to maximize revenue and minimize costs for the company.
Directors in customer experience have higher-level positions and are responsible for setting the customer vision for the entire company. They create overarching policies based on customer data to continuously improve the customer experience and set goals for their customer teams to live by.