Customer support manager with 9 years in e-commerce and subscription support. Leads 3 team leads and 34 agents handling 60,000 contacts a month, and raised CSAT from 84% to 93% while cutting cost per contact 28%. Strong in workforce planning, QA programs, automation and vendor management.
Experience
Customer Support Manager, Nestbox Home (Columbus, OH)
Mar 2022 – Present
Lead 3 team leads and 34 agents handling 60,000 contacts a month across phone, chat and email
Raised CSAT from 84% to 93% and cut cost per contact 28% in 2 years
Launched Zendesk AI and macros that resolve 22% of tickets without an agent
Manage a 15-seat outsourced team, holding it to the same QA scorecard as in-house staff
Forecast weekly contact volume and staffing in Assembled for holiday and launch peaks
Support Team Lead, Freshcrate Meals (Columbus, OH)
Feb 2019 – Feb 2022
Led 12 agents through a 3x volume spike while keeping first response under 4 hours
Built the QA program and weekly calibration sessions
Hired and onboarded 18 agents in a single quarter
Customer Service Representative, Scioto Telecom (Dublin, OH)
Jun 2017 – Jan 2019
Handled billing and service calls, earning top quartile CSAT
Mentored 3 new agents on billing calls
Education
AAS, Business Management, Columbus State Community College (Aug 2015 – May 2017)
Skills
Leadership: Team management, hiring, coaching, vendor oversight
A strong Customer Support Manager resume shows quota attainment, deal size, and the customer outcomes you delivered. Show the organization you ran (team size, budget, revenue) and the business results you are accountable for.
Sections, in order
Summary
Experience
Skills
Education
Length: Two pages are common for leadership roles; keep the first page strong enough to stand alone.
Summary: Lead with your leadership scope and the business outcomes you are known for.
Skills to feature
Prospecting
Discovery and qualification
Negotiation
Pipeline management
CRM (Salesforce, HubSpot)
Account management
Customer onboarding
Renewals and expansion
Product demos
Customer empathy
Example bullet points
Closed $2.4M in new ARR in FY24, reaching 132% of quota and ranking #2 of 18 reps
Built an outbound sequence for mid-market accounts that booked 60 qualified meetings a quarter
Raised CSAT from 86% to 94% by introducing tiered routing and a 24-hour follow-up standard
Tips from recruiters
Put quota attainment and ranking in the first bullet of every sales role.
State deal size and sales cycle so readers understand the segment you sell into.
For support roles, show volume handled alongside quality metrics such as CSAT.
Recommended templates
Modern (ATS-friendly): Clean single column with accent headings and rules
Classic (ATS-friendly): Jake's-style LaTeX classic: small caps and hairline rules
Ledger (ATS-friendly): moderncv banking: accent name, bold dates on the right
Customer Support Manager resume FAQ
What should a Customer Support Manager resume include?
A Customer Support Manager resume should show quota attainment, deal size, and the customer outcomes you delivered. Use these sections in this order: Summary, Experience, Skills and Education. Show the organization you ran (team size, budget, revenue) and the business results you are accountable for.
What is the best resume template for a Customer Support Manager?
Modern, Classic and Ledger work well for Customer Support Manager roles. They are single-column with standard headings, so applicant tracking systems (ATS) parse them reliably.
How long should a Customer Support Manager resume be?
Two pages are common for leadership roles; keep the first page strong enough to stand alone.
Which skills should a Customer Support Manager put on a resume?
Prioritize the skills named in the job posting. Common ones for Customer Support Manager roles are Prospecting, Discovery and qualification, Negotiation, Pipeline management, CRM (Salesforce, HubSpot) and Account management.
How do I write strong Customer Support Manager resume bullet points?
Start with an action verb, say what you did, and end with a measurable result such as quota attainment, ARR closed and win rate. For example: "Closed $2.4M in new ARR in FY24, reaching 132% of quota and ranking #2 of 18 reps."