March 9, 2023
min read

A Beginner's Guide to Managing a Customer Support Team

Olaf Jacobson
Founder & Business Development, Soon

Managing a customer support team can be a challenging task, particularly for new managers who have no prior experience with scheduling and managing a team. It requires careful planning, communication, and attention to detail to ensure that each customer receives exceptional service. In this blog post, we'll provide tips and strategies to help you manage your customer support team effectively and provide exceptional customer service.

Hiring the Right Team

Hiring the right team is crucial to providing exceptional customer service. Ensure that you hire people with strong communication skills, patience, and a customer-centric mindset. Consider conducting skills assessments and personality assessment tests to ensure that each team member has the necessary skills and personality traits for the job.

Training and Development

Provide your team with the necessary training and development opportunities to ensure that they have the skills and knowledge they need to provide exceptional customer service. Consider providing ongoing training opportunities, such as seminars or online courses, to keep your team up-to-date with the latest industry trends and best practices.

Creating a Positive Work Environment

Creating a positive work environment is essential for ensuring that your team is motivated and engaged. Ensure that you provide a supportive and collaborative workplace, where employees feel valued and respected. Encourage open communication and feedback, and recognize and reward outstanding performance.

Scheduling and Managing Your Team

Scheduling and managing your team effectively is crucial for providing exceptional customer service. Ensure that you have a clear understanding of each team member's strengths and weaknesses, and use this information to create a schedule that plays to their strengths. Consider using scheduling software to make the process more efficient.


Clear communication is crucial when managing a customer support team. Ensure that each team member understands their role and responsibilities, and provide regular feedback and coaching to help them improve their performance. Consider using communication tools, such as email or chat software, to ensure that everyone is on the same page.

Metrics and Reporting

Regularly monitor your team's performance using metrics and reporting tools. Use this information to identify areas for improvement and implement changes to improve customer service. Consider using customer feedback surveys to gather feedback on your team's performance. You can analyze feedback data using Likert scale chart to extract meaningful insights.


Managing a customer support team can be a challenging task, but with the right strategies and tools, it's possible to provide exceptional customer service and create a positive work environment. By hiring the right team, providing training and development, creating a positive work environment, scheduling and managing your team effectively, communicating clearly, and monitoring metrics and reporting, you can effectively manage your customer support team and provide exceptional customer service.

Sources for further reading:

"How to Successfully Manage a Customer Support Team" - RemoteHQ

"10 Tips for Being a good Customer Service Manager" - Email Tree

"How To Build and Manage Your Customer Service Team" - UpWork

effortless scheduling

See it to believe it

Choose a better way to organize your team's schedule. Get started for free or schedule a demo and discover what Soon is all about.