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Job outlook for customer service managers in the United States
Customer service manager job growth summary. After extensive research, interviews, and analysis, Zippia's data science team found that:
The projected customer service manager job growth rate is 6% from 2018-2028.
About 189,200 new jobs for customer service managers are projected over the next decade.
Customer service manager salaries have increased 4% for customer service managers in the last 5 years.
There are over 236,449 customer service managers currently employed in the United States.
There are 313,110 active customer service manager job openings in the US.
The average customer service manager salary is $61,487.
Are customer service manager jobs in demand?
Customer Service Manager job and salary trends over time
Customer Service Manager jobs over time
Customer Service Manager job growth rate over time
Year  | # Of Jobs | % Of Population |
|---|---|---|
| 2021 | 236,449 | 0.07% |
| 2020 | 205,446 | 0.06% |
| 2019 | 211,591 | 0.06% |
| 2018 | 205,345 | 0.06% |
| 2017 | 199,748 | 0.06% |
Average customer service manager salary over time
Customer Service Manager salary by year
| Year | Avg. Salary | Hourly Rate | % Change |
|---|---|---|---|
| 2025 | $61,487 | $29.56 | +2.8% |
| 2024 | $59,785 | $28.74 | --0.1% |
| 2023 | $59,874 | $28.79 | +0.5% |
| 2022 | $59,565 | $28.64 | +1.1% |
| 2021 | $58,913 | $28.32 | +1.6% |
Customer Service Manager jobs by state
Most common states for customer service managers
| Rank | State | Population | # of Jobs | Employment/ 1000ppl |
|---|---|---|---|---|
| 1 | District of Columbia | 693,972 | 707 | 102% |
| 2 | Delaware | 961,939 | 599 | 62% |
| 3 | New Hampshire | 1,342,795 | 820 | 61% |
| 4 | Maine | 1,335,907 | 715 | 54% |
| 5 | Vermont | 623,657 | 331 | 53% |
| 6 | Colorado | 5,607,154 | 2,792 | 50% |
| 7 | Minnesota | 5,576,606 | 2,731 | 49% |
| 8 | Utah | 3,101,833 | 1,509 | 49% |
| 9 | Virginia | 8,470,020 | 4,082 | 48% |
| 10 | Arizona | 7,016,270 | 3,369 | 48% |
| 11 | Massachusetts | 6,859,819 | 3,303 | 48% |
| 12 | Wisconsin | 5,795,483 | 2,703 | 47% |
| 13 | Wyoming | 579,315 | 273 | 47% |
| 14 | Iowa | 3,145,711 | 1,440 | 46% |
| 15 | Connecticut | 3,588,184 | 1,608 | 45% |
| 16 | Rhode Island | 1,059,639 | 477 | 45% |
| 17 | Georgia | 10,429,379 | 4,612 | 44% |
| 18 | Montana | 1,050,493 | 464 | 44% |
| 19 | North Dakota | 755,393 | 330 | 44% |
| 20 | North Carolina | 10,273,419 | 4,458 | 43% |
Most common cities for customer service managers
| Rank | City | # of Jobs | Employment/ 1000ppl | Avg. Salary |
|---|---|---|---|---|
| 1 | Burlingame | 3 | 10% | $81,949 |
| 2 | Ogden | 4 | 5% | $36,762 |
| 3 | Melbourne | 3 | 4% | $43,791 |
| 4 | Orlando | 5 | 2% | $43,583 |
| 5 | Austin | 6 | 1% | $55,640 |
| 6 | Miami | 6 | 1% | $45,145 |
| 7 | Atlanta | 5 | 1% | $42,953 |
| 8 | Boston | 5 | 1% | $71,365 |
| 9 | Minneapolis | 5 | 1% | $46,181 |
| 10 | Raleigh | 4 | 1% | $61,858 |
| 11 | Tampa | 4 | 1% | $44,249 |
| 12 | Sacramento | 3 | 1% | $80,392 |
| 13 | Los Angeles | 7 | 0% | $72,388 |
| 14 | Chicago | 6 | 0% | $54,480 |
| 15 | Dallas | 5 | 0% | $51,899 |
| 16 | San Diego | 5 | 0% | $68,478 |
| 17 | Houston | 4 | 0% | $55,150 |
| 18 | Las Vegas | 3 | 0% | $57,485 |
| 19 | New York | 3 | 0% | $78,000 |
Customer Service Manager job outlook: Expert opinions
Our panel of customer service manager experts
California Polytechnic State University-San Luis Obispo
Murray State University
Charleston Southern University
Sacred Heart University
Pepperdine University, Seaver College
Sam Houston State University
Utah Valley University
Farmingdale State College
The City College of New York
University of Cincinnati
Belmont University
The University of Akron
Sonoma State University
Bucknell University
Informa Tech
TSIA
What general advice would you give to a Customer Service Manager?
Yeqiang Lin Ph.D.: For a graduate beginning their career in the experience industry, it's crucial to be adaptable and proactive. The field highly values those who can anticipate customer needs and trends, create memorable experiences, and manage projects efficiently. Emphasize building strong interpersonal and digital communication skills, as these will be essential in networking and in managing diverse teams and clients.
What Customer Service Manager skills would you recommend for someone trying to advance their career?
Yeqiang Lin Ph.D.: In the next 3-5 years, skills in artificial intelligence, user experience design, and sustainable practice will become increasingly important in the experience industry. Proficiency in technology that enhances virtual and augmented realities will also be valuable, given the growing trend towards digital integration in creating immersive experiences.
What will help Customer Service Managers increase their earning potential?
Yeqiang Lin Ph.D.: To maximize salary potential early in your career, focus on gaining diverse experiences and specialized skills that are in high demand, such as digital marketing, data analytics, and experience design. Pursuing certifications in experience design and management and attending industry networking events can also elevate your visibility and desirability to potential employers.
Dr. Ben Littlepage
ProfessorMurray State University
Educational Administration And Supervision
What will help Customer Service Managers increase their earning potential?
Dr. Ben Littlepage: Salary is maximized when leaders are sought after. Leaders who pursue meaningful experiences and remain 'market ready' are viewed as an asset to any organization. Leaders must carefully consider where the field is moving and respond.
Sally Hiott B.S. MBA, DBA
Assistant Professor of MarketingCharleston Southern University
Accounting And Related Services
What will help Customer Service Managers increase their earning potential?
Sally Hiott B.S. MBA, DBA: The most wanted skill set that is on the rise are what we call "soft skills". Research shows us that with the increase in AI abilities for the workplace that it is becoming more and more important for humans to possess and exercise soft skills. These are things like respectful and caring communication on the front lines. Being intuitive and remaining calm when faced with upset customers. There are a lot more examples, but these soft skills increase your organizations relationships with your customers, which is why they are so highly valued
What technical skills for a Customer Service Manager stand out to employers?
Keith Hassell: Employers are increasingly looking for applied skillsets and additional certifications to set a candidate apart. Sacred Heart University has recently launched a remote work certification, which houses three modules - focusing on the remote worker, the remote team and the remote leader, providing the tools and resources to comfortably leverage and utilize virtual platforms at various organizations. Additional specialized training, certifications and more are great selling tools pending on the specific area of interest. Certifications are common in areas such as project management, sales, IT/network/software, Google application and more. The candidate needs to think, "What can I do that is beyond my coursework to show I am passionate about my field? How do I make myself stand out?" Certifications is an attainable way to do this.
In addition, soft skills continue to be equally important in today's job market. NACE (the National Association of Colleges and Employers) identified seven core competencies that employers seek from entry level candidates which include critical thinking/problem solving, oral/written communication, teamwork/collaboration, digital technology, leadership, professionalism/work ethic, career management and global/intercultural fluency.
Will there be an enduring impact of the coronavirus pandemic on Customer Service Managers?
Steven Bauer: The coronavirus has accelerated the transformation to a digital world, and this effect will continue after the pandemic is behind us. Graduates will need to be able to navigate a hybrid business environment, with in-person and virtual meetings, interactions and platforms. There will also be increased opportunities to be entrepreneurial and innovative in the digital area. In addition, graduates will have to become more skilled at navigating a global environment since greater digitization will draw countries closer to each other.
Carliss Miller Ph.D.
Assistant Professor of ManagementSam Houston State University
Department of Management & Marketing
What are the biggest trends we'll see in the Customer Service Manager job market given the pandemic?
Carliss Miller Ph.D.: Flexible working arrangements were considered a perk or benefit, but given the pandemic more and more jobs will be designed with flexible work arrangements in mind. We will continue to see trends in the labor market with a push towards personal services (e.g. virtual assistants, professional organizers) and professional services. There will also continue to be a demand for knowledge work. More and more, employers are looking to hire applicants that can provide concrete evidence of being "Day 1" ready.
Employers will focus more on identifying prospects with certain "soft skills" which were a nice-to-have pre-pandemic, but are now critical for organizational survival. These skills include: critical thinking, agility, ability to adapt to change, resilience, virtual team effectiveness, crisis management, emotional intelligence, empathy, and inclusive leadership. Additionally, data analysis and interpretation is a highly sought after skill even for jobs that historically did not require analytical ability.
What's a good job out of college for Customer Service Managers?
Carliss Miller Ph.D.: Good jobs out of college are those that offer structured training, development, and job rotation. While some college students identified their career at age 5 and never veered away, some are still figuring out what they want to do after college. A job opportunity that recognizes the potential of new talent, willing to invest in training and development, and provides opportunities for new employees to experience different job functions enables new graduates to gain a realistic job preview that pays and allows them to identify an opportunity within the company that best aligns with skills and interests. Positions that are for a specific job function but have an apprenticeship model, like a "sales trainee" position, are also great for career stepping stones right out of college.
Meaghan McKasy Ph.D.
Assistant Professor of CommunicationUtah Valley University
Department of Communication, Public Relations Emphasis
What soft skills should all Customer Service Managers possess?
Meaghan McKasy Ph.D.: The pandemic has only emphasized the importance of soft skills. Luckily for communication graduates, so many of the key soft skills that employers look for are the foundation of their degree. Employers look for clear verbal and nonverbal communication, collaboration, listening, persuasion, and critical thinking, to name a few. Further, an attentiveness to work ethic, such as independence and time management, for instance, is necessary for anyone to succeed, but especially in an increasingly common work-from-home environment where there are plenty of distractions. Finally, self-awareness and empathy cannot be undervalued in these tumultuous times where employers recognize the importance of mental health and racial awareness.
Xu Zhang Ph.D.
ChairFarmingdale State College
Department of Economics
What skills stand out on Customer Service Manager resumes?
Xu Zhang Ph.D.: I believe the most important attributes employers seek on a resume remain the same-problem solving skills, team work skills, analytical/quantitative skills, verbal and written communication skills. However, given the pandemic or any other unexpected shock to work environment, how to quickly and efficiently adapt to new work modes can be a very valuable attribute standing out on resume.
What type of skills will young Customer Service Managers need?
Prabal Kumar De Ph.D.: I think the necessary skills remain the same. One modification that would stay is greater virtual engagement. Therefore, newly essential skills such as acing a virtual interview, making a mark during a Zoom meeting, or managing or being a valuable part of a remote working group would be useful long after the immediate threats from the COVID-19 crisis be gone.
Christine Tonnis
Assistant Professor, Educator, Electrical Engineering Co-op Adviser, Electrical Engineering Technology Co-op AdviserUniversity of Cincinnati
Division of Experience Based Learning & Career Education
What general advice would you give to a Customer Service Manager?
Christine Tonnis: Be Flexible! These are uncertain times, but often there are unexpected, positive outcomes when we allow ourselves to explore options that we were not open to initially! Statistically, the more positions/job postings to which you are willing to apply, the better your odds for getting an interview.
Stay active! Keep up with the job search, stay in touch with your personal and professional network of people, keep learning, and stay physically active-proven to lift your mood! Energetic, curious and happy people are more likely to find work.
Nina Woodard
Senior Career Development SpecialistBelmont University
Office of Career & Professional Development
What are the biggest trends we'll see in the Customer Service Manager job market given the pandemic?
Nina Woodard: The pandemic hasn't impacted all areas of the entertainment industry in the same way. Anything related to live events and touring has been placed on an extended pause, which has been very difficult for graduates hoping to work in those fields. On an encouraging note, consumers will always find a way back to live experiences, so that segment of the industry will absolutely recover; the timing is just still a bit unknown. Other areas such as record or publishing companies have held steady. And, digital marketing and content creation companies are as busy, if not busier, than they've ever been as artists seek alternative ways to stay connected to their fans. Technology has intersected with entertainment in exciting, creative ways that will continue even as some of the more traditional avenues become available again. For many companies, ideas that started as pivots are now vibrant components of their long-term strategies.
The way we work may have also permanently changed. Companies have realized that remote working is a truly viable option for most businesses. While maintaining company culture, and the social nature of an entertainment-based organization, may still require some level of in-person interaction, it seems likely that many organizations may continue with remote/hybrid office models.
What Customer Service Manager skills would you recommend for someone trying to advance their career?
Nina Woodard: For entertainment, digital marketing and content creation skills are critical. Even if a role isn't specifically connected to digital marketing, social media is almost always involved in most entry-level roles. We strongly encourage students and recent graduates to learn basic graphic design platforms, video editing and audio editing. Learning how to maximize impact on social media platforms such as YouTube, Instagram or TikTok is also a worthy investment of time. There's a wide range of self-paced training resources online, many available for free or at reduced costs for students.
Rhiannon Kallis Ph.D.
Assistant Professor of Social MediaThe University of Akron
School of Communication
Will there be an enduring impact of the coronavirus pandemic on Customer Service Managers?
Rhiannon Kallis Ph.D.: While some industries and organizations might be on a hiring freeze due to the impact of Covid-19, other organizations who are surviving and/or thriving during the pandemic will be looking for entry-level graduates. Although there were unavoidable interruptions in entering the workplace recently and challenges to overcome during Covid-19, I don't believe this will be a long-lasting detriment to those qualified graduates looking for employment.
Craig Nathanson Ph.D.
Adjunct LecturerSonoma State University
School of Business & Economics
What experience really stands out on Customer Service Manager resumes?
Craig Nathanson Ph.D.: Most important on resumes to only show accomplishments you are proud of and reflect measurable success and completion of past work. These accomplishments should be a snapshot of what we have done and can do in the future. The most important two lines of a resume are in the objectives, to list what the person is seeking. These two lines give the reader a quick view of what the person wants.
Now is a great time to start the new year to build a portable work portfolio to represent an alignment of what a person is excited about and enjoys in their work.
What type of skills will young Customer Service Managers need?
Craig Nathanson Ph.D.: I see the essential human skills gaining importance to build a new post-covid work life. These include creativity, leading and working in teams, writing, speaking, being self-aware, and lowering bias and networking; career branding as critical areas for graduates to focus on now.
Eddy Ng Ph.D.
James and Elizabeth Freeman Professor of ManagementBucknell University
Freeman College of Management
What skills stand out on Customer Service Manager resumes?
Eddy Ng Ph.D.: Some of the remote economy skills that will be required include:
- self-directed/motivated
- data literacy (analytics)
- digital creativity and design
- IT and cybersecurity, including coding
- distributed leadership
- remote communication and management
STEM will become even more critical
What general advice would you give to a Customer Service Manager?
Andrew Gilliam: Searching for jobs is always intimidating, and this year provides many new reasons to be discouraged. However, based on research HDI conducted in July, 57% of support organizations are creating new positions or continuing to fill vacancies. Furthermore, 82% of organizations say it is likely they will continue working from home long-term. Many companies are opening their minds to hiring candidates who don't live near their offices. That's great news for anyone entering the job market!
When looking for work, the best thing an applicant can do is to think like a hiring manager. They're filling a position to meet their needs, not yours, so consider the context in which they're hiring. Right now, businesses are searching for applicants who can contribute to remote teams and support customers remotely. Experience with unified communications, mobile, cloud, and remote support technologies are in high demand. Additionally, organizations are changing how they work at a rapid pace. Understanding the fundamentals of knowledge management, enterprise service management, incident and problem management, and organizational communications will help candidates speak directly to prospective employers' challenges. Having a dedicated space and internet connectivity to enable working from home and a proven ability to work independently or remotely helps dissuade managers' fears of hiring remote candidates.
There are plenty of ways to build these skills and competencies, even without direct work experience. HDI offers numerous resources, many of them free, to expand your knowledge, including articles, webinars, toolkits, research, and virtual classroom training. Dedicating yourself to independent learning, experimenting in a home-lab, and networking at virtual industry events are fantastic ways to demonstrate your job-readiness.
What type of skills will young Customer Service Managers need?
Andrew Gilliam: Technical degree programs often fail to emphasize the importance of interpersonal skills and business acumen. Technical skills are impressive and essential, but they're meaningless without a business purpose and user acceptance. Mastery of communication, teamwork, and empathy are more useful and broadly applicable than a working knowledge of the OSI model. Regardless of your position, always strive to understand how your work impacts internal and external customers and creates value for shareholders.
Are there any particularly good places in the United States for Customer Service Managers to find work opportunities?
Andrew Gilliam: A few cities are garnering lots of attention as emerging hubs for big tech; their living costs are exploding, and competition for a few prestigious jobs is fierce. There are plenty of challenging, meaningful, and well-paid jobs with less recognizable but respectable firms all across the U.S. Don't forget about them! Additionally, as businesses continue to embrace remote work, geography is becoming less important by the day.
What are the biggest trends we'll see in the Customer Service Manager job market given the pandemic?
Vele Galovski: Biggest trends in the job market given the pandemic
1.Shift to Remote / Virtual organizations
- 60-70% of the workforce will be virtual
- Increased talent pool, since no limitation on where work is conducted
2. Growth of inside sales functions
3. Need for Data Analytics to enable remote support/AI/Machine Learning
4. Transferable Skills increasing in importance due to organizational consolidations
-Portfolio Management
-Big 'C' Customer Success
-Less technical - more process
-Less focus on what's wrong - more focus describing what right looks like
5. Frozen Salaries / Frozen Promotions (both over 80% of companies)
-Opportunity to recruit new talent