Top 12 Customer Support Manager Skills to Put on Your Resume

In today's competitive job market, standing out as a Customer Support Manager requires showcasing a unique set of skills on your resume that demonstrate your ability to lead with empathy, resolve conflicts efficiently, and enhance customer satisfaction. Highlighting these top skills not only reflects your expertise in managing diverse teams and complex customer interactions but also positions you as an invaluable asset to any customer-centric organization.

Customer Support Manager Skills

1. Zendesk
2. Salesforce
3. Intercom
4. LiveChat
5. Freshdesk
6. JIRA
7. Slack
8. Microsoft Dynamics 365
9. HubSpot
10. Zoho Desk
11. Asana
12. Trello

1. Zendesk

Zendesk is a cloud-based customer service software platform that enables businesses to manage customer support requests, streamline communication across multiple channels, and improve customer engagement.

Why It's Important

Zendesk is crucial for a Customer Support Manager as it centralizes customer interactions, streamlines support processes, and provides data-driven insights to improve customer service efficiency and satisfaction.

How to Improve Zendesk Skills

Improving Zendesk for a Customer Support Manager involves several strategies focused on optimizing efficiency, enhancing customer satisfaction, and streamlining support operations. Here’s a concise guide:

1. Automate Workflows: Utilize Zendesk’s automation features to manage tickets efficiently, ensuring quick responses to common queries and freeing up agents for complex issues.

2. Self-Service Options: Implement a comprehensive Help Center that allows customers to find answers quickly without needing direct support, reducing ticket volume.

3. Custom Views: Create custom views in Zendesk to prioritize tickets effectively, ensuring high-priority issues are addressed first.

4. Agent Training: Invest in ongoing training for support agents to improve their problem-solving skills and product knowledge, enhancing the quality of support provided.

5. Feedback Loops: Use Zendesk Surveys to collect customer feedback on their support experience, identifying areas for improvement and adjusting strategies accordingly.

6. Performance Analytics: Leverage Zendesk’s reporting tools to monitor support team performance and customer satisfaction, using insights to make informed improvements.

7. Integration: Integrate Zendesk with other tools (CRM, live chat, etc.) using Zendesk’s marketplace to streamline workflows and provide a unified customer view.

8. Personalization: Customize ticket responses and support interactions to add a personal touch, enhancing customer satisfaction and loyalty.

By focusing on these areas, a Customer Support Manager can significantly enhance the effectiveness of their Zendesk platform, leading to improved operations and happier customers.

How to Display Zendesk Skills on Your Resume

2. Salesforce

Salesforce is a cloud-based customer relationship management (CRM) platform that enables Customer Support Managers to streamline their processes, manage customer interactions, track customer issues, and access comprehensive customer insights to improve support services.

Why It's Important

Salesforce is important for a Customer Support Manager because it centralizes customer information, streamlines service processes, and enables personalized and efficient support, leading to enhanced customer satisfaction and loyalty.

How to Improve Salesforce Skills

To improve Salesforce for a Customer Support Manager, focus on customization, automation, and training:

1. Customize for Efficiency: Tailor Salesforce to match your specific support process workflows. Use custom fields and objects to capture unique data points relevant to your support operations.

2. Automate Routine Tasks: Implement Salesforce automation tools like Workflow Rules and Process Builder to auto-assign cases, send acknowledgment emails, and escalate issues based on predefined criteria, reducing manual work.

3. Leverage Analytics: Utilize Salesforce Reports and Dashboards to monitor key performance indicators (KPIs), customer satisfaction scores, and agent performance, enabling data-driven decision-making.

4. Implement an Omni-Channel Strategy: Use Salesforce Omni-Channel to manage multiple support channels (email, phone, chat, social media) in one place, ensuring a unified customer experience.

5. Invest in Training: Ensure your team is proficient with Salesforce by utilizing the Trailhead platform for customized learning paths that enhance skills in managing customer support operations effectively.

6. Integrate with Other Tools: Use Salesforce AppExchange to find and integrate additional tools that complement your customer support processes, such as live chat software or AI-driven support assistants.

By focusing on these areas, you can significantly enhance the efficiency and effectiveness of your customer support operations within Salesforce.

How to Display Salesforce Skills on Your Resume

3. Intercom

Intercom is a customer communication platform that enables businesses to provide personalized support, engage users, and manage customer interactions across various channels, all from a single interface.

Why It's Important

Intercom is important for a Customer Support Manager because it streamlines customer communication through real-time messaging, automating workflows, and providing personalized support, enhancing customer satisfaction and operational efficiency.

How to Improve Intercom Skills

To improve Intercom as a Customer Support Manager, focus on implementing the following strategies:

1. Customize Chatbots: Enhance user experience by creating tailored chatbot responses. Utilize Intercom’s chatbot setup guide to refine your approach.

2. Train Your Team: Invest in regular training sessions for your support team on Intercom’s latest features. Intercom Academy offers valuable resources.

3. Use Tags and Segments: Improve response times and organization by tagging conversations and creating segments. Check out how to organize your Intercom workspace for efficiency.

4. Integrate Apps: Connect Intercom with other tools your team uses for a seamless workflow. Explore Intercom’s App Store for integrations.

5. Analyze and Act on Feedback: Regularly review customer feedback and conversation ratings to identify areas for improvement. Utilize Intercom’s reporting features to monitor performance.

6. Personalize Communication: Tailor your messages based on user behavior and data. Learn about personalizing Intercom messages.

Implementing these strategies will help you leverage Intercom more effectively for customer support, ensuring a better experience for your users and a more efficient process for your team.

How to Display Intercom Skills on Your Resume

4. LiveChat

LiveChat is a real-time messaging software that enables customer support teams to communicate with clients directly on websites, providing instant assistance and support.

Why It's Important

LiveChat is crucial for a Customer Support Manager as it enables instant, real-time communication, significantly improves customer satisfaction, reduces response times, and increases efficiency in handling support queries.

How to Improve LiveChat Skills

Improving LiveChat for a Customer Support Manager involves enhancing both the customer experience and the efficiency of support agents. Here are concise strategies:

1. Train Your Team: Ensure your agents are well-trained on LiveChat functionalities and customer service skills. LiveChat Training Guide.

2. Use Canned Responses Wisely: Develop a library of canned responses for common inquiries to improve response time while maintaining personalization. Canned Responses Best Practices.

3. Implement Chatbots for Off-Hours: Use chatbots to handle basic inquiries when live agents are unavailable. This ensures 24/7 customer support. Introducing Chatbots.

4. Monitor and Analyze Performance: Regularly review chat metrics and agent performance to identify areas for improvement. LiveChat Metrics Guide.

5. Gather Customer Feedback: Use post-chat surveys to collect feedback on customer experience and agent performance. Post-Chat Surveys Tips.

6. Optimize Chat Window and Workflow: Customize the chat window to match your brand and streamline the chat workflow for efficiency. Customizing LiveChat Window.

7. Implement Proactive Chat Invitations: Engage visitors with proactive chat invitations based on their behavior on your site. Proactive Chats Guide.

8. Ensure Mobile Optimization: Make sure your LiveChat is fully optimized for mobile users for an uninterrupted customer experience. Mobile Optimization.

By focusing on these areas, a Customer Support Manager can significantly improve the effectiveness and efficiency of LiveChat as a customer support tool.

How to Display LiveChat Skills on Your Resume

5. Freshdesk

Freshdesk is a cloud-based customer support software that offers a comprehensive suite of tools to help customer support managers streamline support processes, manage tickets, automate workflows, and improve customer interactions across multiple channels.

Why It's Important

Freshdesk is crucial for a Customer Support Manager as it streamlines customer support processes, centralizes communication across multiple channels, and provides analytical insights to improve service quality and efficiency.

How to Improve Freshdesk Skills

To enhance Freshdesk for optimal performance as a Customer Support Manager, consider the following concise strategies:

1. Automate Repetitive Tasks: Utilize Freshdesk's automation features to route tickets, send automated responses, and categorize issues, reducing manual work and speeding up response times.

2. Integrate with Other Tools: Leverage Freshdesk integrations with CRM software, live chat, and other tools to streamline workflows and centralize customer information.

3. Optimize Self-Service Options: Enhance your knowledge base with detailed articles, FAQs, and guides to encourage self-service, reducing ticket volumes.

4. Train Your Team Continuously: Invest in ongoing training for your team on Freshdesk's latest features and best practices, ensuring they are well-equipped to handle customer queries efficiently.

5. Analyze and Act on Feedback: Regularly review customer feedback and ticket analytics within Freshdesk to identify areas for improvement and implement necessary changes.

6. Personalize Customer Interactions: Use Freshdesk's personalization features to tailor communications, making customers feel valued and understood.

By systematically implementing these strategies, you can significantly improve the efficiency and effectiveness of your customer support operations in Freshdesk.

How to Display Freshdesk Skills on Your Resume

6. JIRA

JIRA is a project management and issue tracking software designed to help teams plan, track, and manage tasks and customer support inquiries efficiently, enhancing collaboration and service delivery.

Why It's Important

JIRA is crucial for a Customer Support Manager as it streamlines issue tracking and resolution, enhancing efficiency in addressing customer needs and improving overall satisfaction.

How to Improve JIRA Skills

Improving JIRA for a Customer Support Manager involves optimizing the platform for efficiency, clarity, and responsiveness. Here are concise strategies:

1. Customize Dashboards: Tailor JIRA dashboards to display relevant information at a glance, aiding in quick decision-making. Atlassian's guide on dashboards.

2. Implement Automation: Use JIRA’s automation features to streamline repetitive tasks, such as ticket triaging and updates, enhancing response times. JIRA Automation Documentation.

3. Utilize Service Level Agreements (SLAs): Configure SLAs in JIRA to ensure timely responses and resolutions, improving customer satisfaction. Configuring SLAs in JIRA.

4. Refine Issue Types and Workflows: Customize issue types, statuses, and workflows to reflect your support process accurately, ensuring clarity and efficiency. Workflow Configuration Guide.

5. Leverage JIRA Service Management: If not already in use, consider JIRA Service Management for an integrated customer support solution. JIRA Service Management Overview.

6. Integrate with Communication Tools: Connect JIRA with email and chat tools to facilitate swift communication with your team and customers. Integrations Directory.

7. Educate and Train Your Team: Ensure your team is well-versed in JIRA’s features and best practices through ongoing training. Atlassian University.

By focusing on these areas, a Customer Support Manager can significantly enhance the effectiveness of JIRA as a tool for managing customer issues and requests.

How to Display JIRA Skills on Your Resume

7. Slack

Slack is a digital communication platform that enables teams to collaborate effectively through channels, direct messages, and file sharing, enhancing customer support coordination and response efficiency.

Why It's Important

Slack is crucial for a Customer Support Manager as it facilitates instant communication and collaboration among team members, streamlines feedback and issue resolution processes, and integrates seamlessly with other customer support tools, enhancing efficiency and responsiveness to customer needs.

How to Improve Slack Skills

To improve Slack for a Customer Support Manager, focus on the following steps:

1. Centralize Customer Communications: Streamline customer interactions by integrating customer support software (e.g., Zendesk) directly into Slack. This enables you to manage tickets and communicate with customers from a single platform.

2. Automate Routine Tasks: Use Slack's Workflow Builder to automate common processes like ticket routing and notifications, reducing manual work and response times.

3. Enhance Collaboration: Create dedicated channels for customer issues to facilitate quick team discussions and resolutions. Integrate collaboration tools (e.g., Trello) for better task management within Slack.

4. Utilize Bots for Instant Support: Deploy AI-powered bots (e.g., Chatlio) to provide immediate responses to common customer queries and gather preliminary information before involving human agents.

5. Optimize Notifications: Customize notification settings to prioritize critical messages and reduce distractions. Use features like "Do Not Disturb" to ensure focused support hours.

6. Train Your Team: Regularly update your team on Slack’s best practices and new features. Slack’s Learning Center offers resources for ongoing education.

By implementing these strategies, a Customer Support Manager can significantly enhance efficiency and effectiveness in handling customer support through Slack.

How to Display Slack Skills on Your Resume

8. Microsoft Dynamics 365

Microsoft Dynamics 365 is a suite of enterprise resource planning (ERP) and customer relationship management (CRM) software applications designed to streamline business processes, improve customer engagement, and enhance decision-making. For a Customer Support Manager, it provides tools for managing customer interactions, support cases, and service levels, helping to deliver personalized, efficient customer service.

Why It's Important

Microsoft Dynamics 365 is important for a Customer Support Manager as it provides a comprehensive suite of tools that streamline customer service processes, enable personalized customer interactions, and facilitate efficient case resolution, thereby enhancing customer satisfaction and loyalty.

How to Improve Microsoft Dynamics 365 Skills

To improve Microsoft Dynamics 365 for a Customer Support Manager, focus on:

1. Customization: Tailor the system to match your support processes by using the Power Platform for customization and automation.

2. Integration: Enhance efficiency by integrating Dynamics 365 with other tools such as Microsoft Teams for communication and collaboration, and Power BI for advanced analytics.

3. Training: Invest in training programs for your team to fully leverage Dynamics 365 capabilities. Microsoft offers various training resources online.

4. Feedback Loop: Establish a feedback loop with your team to continuously identify and implement improvements. Use Microsoft Forms to collect and analyze feedback efficiently.

5. Customer Self-Service: Deploy Dynamics 365 Customer Service's self-service portals to allow customers to find answers quickly, reducing the load on your support team. More information can be found on the Dynamics 365 Customer Service page.

6. Regular Updates: Stay updated with the latest features and security updates. Monitor the Dynamics 365 release plans for new capabilities that can enhance your customer support.

Implementing these strategies can significantly improve the efficiency and effectiveness of your customer support operations using Microsoft Dynamics 365.

How to Display Microsoft Dynamics 365 Skills on Your Resume

9. HubSpot

HubSpot is a comprehensive customer relationship management (CRM) platform that offers tools for marketing, sales, customer service, and content management, designed to help businesses attract, engage, and delight customers.

Why It's Important

HubSpot is important for a Customer Support Manager because it centralizes customer interactions, providing tools for efficient communication, issue resolution, and customer satisfaction tracking, thereby enhancing the overall customer support experience.

How to Improve HubSpot Skills

To improve HubSpot as a Customer Support Manager:

1. Leverage Automation: Utilize HubSpot's automation tools to streamline repetitive tasks, ensuring your team can focus on complex customer issues.

2. Integrate Channels: Ensure all customer support channels are integrated within HubSpot, providing a unified view of customer interactions and improving response times.

3. Customize Dashboards: Tailor HubSpot dashboards to monitor key support metrics, enabling real-time decision-making to enhance customer satisfaction.

4. Implement Feedback Loops: Use HubSpot's survey tool to gather customer feedback directly after support interactions, facilitating continuous improvement.

5. Train Your Team: Regularly update your team with HubSpot Academy courses specific to customer service, ensuring they're leveraging all available features effectively.

6. Personalize Customer Interactions: Utilize HubSpot’s CRM capabilities to personalize interactions based on customer history, improving resolution satisfaction.

7. Analyze and Act on Data: Regularly review service reports and analytics to identify trends and areas for improvement, using data-driven strategies to enhance support quality.

Implementing these steps will leverage HubSpot’s capabilities to enhance your customer support operations efficiently.

How to Display HubSpot Skills on Your Resume

10. Zoho Desk

Zoho Desk is a cloud-based customer service software that enables customer support managers to manage and automate support tickets, track customer interactions, and analyze performance metrics to improve help desk operations and enhance customer satisfaction.

Why It's Important

Zoho Desk is important for a Customer Support Manager because it centralizes and streamlines customer support queries across multiple channels, enabling efficient tracking, prioritization, and resolution of customer issues, thereby enhancing customer satisfaction and support team productivity.

How to Improve Zoho Desk Skills

To enhance your Zoho Desk as a Customer Support Manager, consider the following strategies:

1. Automation and Workflows: Streamline ticket handling by setting up automation rules and workflows to assign tickets based on criteria like customer priority and issue type.

2. Knowledge Base: Develop a comprehensive knowledge base to enable self-service for customers and reduce ticket volume.

3. Integration: Utilize Zoho Desk’s integrations with other tools (e.g., Zoho CRM, Slack) to centralize customer information and improve response times.

4. Customization: Tailor your Zoho Desk by customizing ticket forms to gather relevant information upfront, ensuring more efficient issue resolution.

5. Analytics and Reporting: Leverage Zoho Desk’s analytics to monitor team performance, identify trends, and make data-driven decisions to improve support quality.

6. Customer Feedback: Implement a process for collecting and acting on customer feedback directly through Zoho Desk to continuously refine and improve your support services.

7. Training and Resources: Ensure your team is well-equipped with the latest Zoho Desk resources and training to efficiently use the platform and stay updated on new features.

By focusing on these areas, you can significantly enhance your Zoho Desk setup, leading to improved customer satisfaction and team efficiency.

How to Display Zoho Desk Skills on Your Resume

11. Asana

Asana is a project management tool designed to help teams organize, track, and manage their work and tasks, facilitating effective communication and collaboration among team members, including customer support managers, to ensure efficient resolution of customer inquiries and issues.

Why It's Important

Asana helps a Customer Support Manager efficiently organize, prioritize, and track support tasks and projects, ensuring timely responses and resolutions, improving team collaboration, and enhancing overall customer satisfaction.

How to Improve Asana Skills

Improving Asana for a Customer Support Manager involves enhancing team collaboration, task management, and customer communication. Here are concise strategies:

1. Integrate Communication Tools: Use Asana integrations with email and chat tools like Slack for seamless communication.
2. Customize Workflows: Tailor Asana project templates for customer support processes, ensuring quick response and resolution times.
3. Automate Repetitive Tasks: Implement Asana automation to auto-assign tasks, set due dates, and update statuses, keeping the focus on customer needs.
4. Utilize Dashboards for Insights: Create custom dashboards to track support tickets, team workload, and customer feedback trends for continuous improvement.
5. Educate Your Team: Encourage use of Asana's learning resources to ensure your team is leveraging all relevant features effectively.
6. Feedback and Adapt: Regularly gather team feedback on the Asana setup and make adjustments to optimize for efficiency and effectiveness in customer support operations.

Implementing these strategies will enhance the functionality of Asana for a Customer Support Manager, fostering better team collaboration, efficient task management, and improved customer satisfaction.

How to Display Asana Skills on Your Resume

12. Trello

Trello is a web-based project management application that enables users to organize tasks, projects, and teams using boards, lists, and cards, facilitating effective tracking and collaboration. It is useful for a Customer Support Manager to manage support tickets, team assignments, and project timelines efficiently.

Why It's Important

Trello is important for a Customer Support Manager because it enables efficient organization and tracking of customer inquiries, team tasks, and project progress in a visually intuitive way, enhancing team collaboration and ensuring timely resolution of customer issues.

How to Improve Trello Skills

To enhance Trello for a Customer Support Manager, consider the following concise strategies:

1. Integrate Chat Tools: Use Power-Ups to integrate customer support chat tools like Intercom or Zendesk for real-time customer interaction tracking.
2. Automate Workflow: Leverage Butler to automate routine tasks, such as moving cards or creating tasks based on customer requests, improving response times.
3. Use Labels and Filters: Organize customer queries with labels for priority and category. Utilize filters to quickly find and respond to urgent issues.
4. Collaborate Externally: Share boards or specific cards with external partners or vendors securely to streamline communication. Trello’s guide on sharing will help.
5. Feedback Loop: Create a dedicated board for tracking customer feedback and suggestions. Use this board to prioritize product improvements or address common issues.

By focusing on these strategies, a Customer Support Manager can significantly enhance their efficiency and effectiveness in using Trello.

How to Display Trello Skills on Your Resume