Assistant Manager Customer Support Job Description

An Assistant Manager Customer Support is the second in command of a support team. They run the floor day to day, manage team leaders and agents, handle escalations, and keep service levels and quality on track while standing in for the manager. They turn the manager's plan into daily delivery. A good Assistant Manager keeps the team hitting service and quality targets on their shift, coaches team leaders, resolves tough escalations, and is ready to run the whole support operation when the manager is away.

Detail	For this role
Department	Customer Support
Level	Manager
Reports to	Customer Support Manager
Direct reports	Customer Support Team Leader, Senior Customer Support Executive
Experience	4 to 7 years in customer support with supervisory experience

Assistant Manager Customer Support job description template

Copy this job description, replace the text in square brackets and post it on your careers page or a job portal.

Job title: Assistant Manager Customer Support

Department: Customer Support

Reports to: Customer Support Manager

Location: [City], [office, branch or site]

About the role

Key responsibilities

Run the support floor day to day and keep service levels and quality on track.
Manage team leaders and agents on their shift and rebalance staffing as volume changes.
Handle escalations that team leaders cannot resolve and close them with the customer.
Monitor queue, service level and quality through the day and act on dips.
Coach team leaders and agents using quality feedback and performance data.
Brief the team at shift start and debrief on issues at shift end.
Ensure adherence to schedule, breaks and process on the floor.
Support hiring, onboarding and training of new agents with the trainer.
Prepare shift performance reports on service and quality for the support manager.
Stand in fully for the support manager during leave and peaks.

Requirements

Graduate in any discipline
Experience in customer support with team supervision
Good communication and coaching skills
4 to 7 years in customer support with supervisory experience

KRAs and KPIs for a Assistant Manager Customer Support

Key result areas for the appraisal form, each with a KPI you can measure every month or quarter.

Key result area	How to measure it
Service level	Shift service levels met on at least 95 percent of days
Quality	Team quality scores held above the target
Escalation closure	Escalations resolved within the agreed turnaround
Adherence	Schedule and break adherence above the agreed level
Coaching	Every agent coached with performance improving over time
Cover readiness	Runs the support operation during manager absence without escalation

Skills and tools

Support floor managementTeam leadershipEscalation handlingService level monitoringCoachingQuality feedbackScheduling awarenessReporting

Tools used day to day: Ticketing platform, Telephony and dialer, CRM, MS Excel, Knowledge base.

Reporting line and career path

Moves up from: Customer Support Team Leader, Senior Customer Support Executive
Next roles: Customer Support Manager, Contact Centre Manager, Service Delivery Manager

Interview questions for a Assistant Manager Customer Support

How do you keep service levels on track through a busy shift?
A customer escalation reaches you after a team leader could not solve it. What do you do?
How do you coach a team leader whose team is underperforming?
How do you monitor the queue and act on a service level dip?
How do you run the operation when the manager is on leave?
How do you keep schedule and break adherence high on the floor?

Managing a Assistant Manager Customer Support in ZeniaHR

AttendanceShift based, often rotational and around the clock, so set rosters and let night shifts crossing midnight file to the correct day. Staff punch on the office network or biometric at the entry, and this role watches the live board to confirm the shift is staffed before it starts. Capture controls limit web punches to the office network.LeaveDo not approve the assistant and the manager on leave together, so one senior is always on the floor. Comp-off for covering a weekly off or holiday during peaks is credited in the leave ledger and should be cleared before it expires.Performance and KRAsSet the KRAs above as goals in the review cycle and review service level, quality and escalations monthly, with a quarterly formal review. Rate agents and team leaders on probation on the 1 to 5 probation review with a written comment.

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Frequently asked questions

What does an Assistant Manager Customer Support do?

An Assistant Manager Customer Support is the second in command of a support team. They run the floor day to day, manage team leaders and agents, handle escalations, and keep service levels and quality on track. They coach the team, monitor the queue, prepare shift reports, and stand in for the support manager during leave and peaks.

What is the difference between an Assistant Manager and a Team Leader in customer support?

A Team Leader leads one team of agents on a shift, handling coaching, adherence and first-level escalations. An Assistant Manager sits above several team leaders, running the floor, resolving harder escalations and standing in for the manager. The team leader manages a team; the assistant manager manages the shift and the leaders.

What qualifications does an Assistant Manager Customer Support need?

A graduate degree with experience in customer support and team supervision is the usual base. Employers value strong communication and coaching skills, the ability to monitor service levels and handle escalations, and readiness to run the operation when the manager is away. Growth from team leader to assistant manager is a common path.