With millions employed in the field in the U.S. alone, the customer service industry is the heart of our economy and customer service team members are the backbone of retailers, ecommerce companies, financial services institutions, professional services organizations, travel and hospitality companies, and more.
If you’re looking to expand your team and fill in gaps in your org chart, here are some of the top in-demand jobs in the customer service industry to add to your company’s workforce. Use these most popular customer service job titles to get the most candidate traffic and applications for your team.
What Jobs Are Considered Customer Service?
The sphere of customer service is vast and varied, covering a range of roles that are pivotal in fostering strong customer relationships. Here are some of the key positions that form the backbone of any customer-focused team:
Front Desk Associate
As the face of the company, front desk associates set the stage for a customer’s experience. They’re tasked with greeting visitors, managing appointments, and providing an immediate positive impression. Their role extends beyond mere receptionists; they act as brand ambassadors, often being the first to troubleshoot issues or guide customers to the right department.
Help Desk Technician
Help desk technicians are the problem solvers of the tech world, where customer service meets technical know-how. They assist users with software and hardware issues, guiding them through solutions in a way that’s comprehensible, regardless of the customer’s tech savvy. Patience and a clear, instructive manner are crucial traits for success in this role.
Account Coordinator
Account coordinators ensure that clients receive tailored services and support, functioning as the nexus between the customer and the company’s various departments. They manage accounts, respond to client queries, and proactively work to maintain a healthy, ongoing relationship with the customer base.
Client Service Consultant
Client service consultants analyze a customer’s needs and provide strategic advice to enhance their experience. They’re part consultant, part expert guide, advising clients on how best to utilize services or products. Their goal is not only to solve current issues but also to anticipate future needs, fostering a consultative relationship.
Customer Service Trainer
Customer service trainers are charged with equipping customer service teams with the skills and knowledge necessary to perform at their best. Through workshops and training modules, they instill best practices, product knowledge, and effective communication techniques to enhance the overall quality of service.
Technical Support Engineer
Technical support engineers are tech aficionados who dive deep into technical issues. They provide solutions for complex problems and are instrumental in maintaining the integrity of hardware or software products. With a blend of technical expertise and customer service finesse, they keep both products and users running smoothly.
Customer Outreach Coordinator
Customer outreach coordinators create and maintain positive customer relations by reaching out proactively. Their strategies may include conducting satisfaction surveys, informing customers about new products or services, and gathering feedback to improve the customer experience.
Customer Loyalty Specialist
Customer loyalty specialists focus on reward programs, customer retention strategies, and feedback loops to keep customers engaged and satisfied over the long term. They analyze customer behavior to tailor personalized experiences that strengthen loyalty to the brand.
E-commerce Support Specialist
E-commerce support specialists cater to the unique needs of online shoppers. From navigating website issues to facilitating transactions and handling post-purchase support, they ensure a seamless digital shopping experience for customers around the globe.
Bilingual Customer Service Representative
Bilingual customer service representatives break language barriers, offering support to a diverse customer base. In an increasingly globalized market, their language skills are essential in providing inclusive and accessible service to non-English speakers.
Quality Assurance Analyst
Quality assurance analysts monitor and measure customer service interactions, ensuring they meet the company’s standards. By analyzing communication and problem-solving effectiveness, they help refine customer service processes and enhance the overall quality of support provided.
Customer Insights Analyst
Customer insights analysts dig into data to uncover what makes customers tick. They use analytics to understand customer behaviors and preferences, which helps shape future customer service strategies and improve product offerings.
Most Popular Customer Service Job Titles: Entry Level
#1: Customer Service Representative
Whether by phone, email, social media, live chat, text message, or messaging apps or in person, customer service representatives are front-line employees who help resolve customers’ most pressing questions and concerns. According to data from Indeed, this is the #1 most popular customer service job title. Of all of the customer service-related jobs posted on the platform, more than half (58%) use the title customer service representative.
A related position, customer support representative, currently has over 34,000 job openings in Indeed, making it one of the most popular customer service jobs.
#2: Customer Experience Associate (CX Associates) or Customer Experience Agent (CX Agent)
This is one of the fastest-growing customer service job titles. These and a related role, customer engagement representative, have over 100,000 listings, as per Indeed Data. Similar to customer service representatives, CX associates are responsible for helping customers find what they’re looking for and address complaints, with a particular emphasis on delivering an excellent customer experience.
#3: Call Center Representative or Contact Center Representative
As the name suggests, these agents typically offer customer service support via the phone, answering inquiries and addressing complaints and work as part of a contact center or call center team.
#4: Support Specialist
If your company offers technical products or services, then support specialists are team members you can count on to help your customers when issues arise, offering troubleshooting support via a range of channels. Listings with this customer service job title received nearly 1 million clicks in 2018, per Indeed.
#5: Social Media Customer Care Associate
A newer role within customer service, this increasingly popular position specializes in offering support via social media channels, like Twitter, Instagram, and Facebook. If your brand receives a high volume of customer inquiries, complaints, and reviews via social channels, you’ll want to ensure you have staff dedicated to supporting these key channels to help strengthen your brand reputation and reach.
#6: Complaints Resolution Specialist
Complaints resolution specialists are on the front lines of your customer service. These experts are trained to handle complex customer complaints with a blend of tact and problem-solving skills. Their primary objective is to turn customer grievances into satisfactory outcomes, fostering trust and loyalty for your brand. Indeed’s data uptick in roles like these show a marked interest in this specialty, with a significant number of companies seeking individuals who can directly address and resolve escalated issues, ensuring customer retention and satisfaction.
Most Popular Customer Service Job Titles: Intermediate
#7: Customer Service Supervisor
These experienced team members train new customer service representatives, provide coaching as needed, and help the team achieve key customer goals, such as delivering improvements in customer satisfaction (CSAT) and loyalty.
Most Popular Customer Service Job Titles: Senior
#8: Client Relations Manager
At the senior level, a client relations manager’s role is maintaining and enhancing business-client relationships. Their focus is on service strategy, client retention, and loyalty building. By bridging the gap between clients and company teams, they ensure that clients’ requirements are not just met, but exceeded. The demand for this role underscores its importance in driving business growth through robust client management.
#9: Customer Service Manager
A customer success manager is key in helping customers get the most out of a company’s products or services. They guide customers towards their goals, contributing to satisfaction and retention. As businesses increasingly rely on service-based models, the role of a customer success manager has become vital, which is reflected in their growing presence in job listings (over 11,000 on Indeed alone) and their impact on a company’s revenue trajectory.
#10: Customer Service Manager
A natural next step for customer service career growth for top-performing supervisors, customer service managers, also known as customer service team leads, oversee the day-to-day operations of the customer service team and are responsible for tracking and reporting on customer service KPIs, optimizing processes to improve outcomes, creating and implementing customer service training programs, and ensuring representatives are receiving actionable feedback to improve their performance. Per Indeed data, there are over 5,700 jobs with this customer service job title, receiving a total of 813,756 clicks.
#11: Senior Support Specialist, Support Team Lead, or Technical Support Team Lead
When your all-star support specialists are ready for growth and management opportunities, this is the next level they can rise to and offer supervisory oversight of and guidance to support specialists to drive customer satisfaction.
Empower Your Team to Wow Your Customers
With just 35% of organizations — yes, 4 out of 100 — surviving long enough to make it to the 10-year mark of being in business, customer service is critical to long-term financial longevity and success.
That’s why leading brands like Walmart, Postmates, Mercedes-Benz, and more are investing in powerful resources like Medallia Agent Connect’s suite of QA, coaching, and customer feedback tools to accelerate agent performance and engagement.
Get our guide to Creating a Customer Service Career Path for Your Team for everything you need to know about hiring, coaching, and leveling up your service team as you scale.
