7 Customer Service Lead Resume Examples for 2024

When crafting resumes for lead roles in customer service, precision and focus are key. This article provides strong examples and advice on structuring your resume. Learn to highlight your skills, leadership experience, and accomplishments. Understand what hiring managers look for and how to make your resume stand out in the field.

  Compiled and approved by Diana Price
  Last updated on See history of changes

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At a Glance

Here's what we see in the best customer service lead resumes.

  • Show Impact With Numbers: Use metrics to show your impact. Common ones are: customer satisfaction score (CSAT), average handle time (AHT), first call resolution (FCR), and monthly support tickets reduced.

  • List Relevant Skills: Include skills on your resume that you have and are in the job description. Some popular ones are CRM tools, data analysis, conflict resolution techniques, team management software, and customer feedback systems. Choose the ones you have and are in the JD.

  • Highlight Industry Compliance Experience: Many resumes show experience with compliance standards and industry regulations. This is important for customer service leads, especially in highly regulated industries.

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Where to place education

If you have recently completed any significant continuing education, such as a master's degree or an MBA, you should place your education section first on your resume. This will help explain any gaps in your employment history to potential employers.

If you are an entry-level candidate who has just graduated or is still studying, also list your education first. For candidates with more experience in the field, place your education section after your work experience.

Highlight leadership skills

To stand out as a customer service lead, showcase your leadership abilities and experience managing teams. Include specific examples of how you have improved team performance or customer satisfaction ratings.

Also, highlight any experience you have with training or onboarding new staff. This shows your capability in guiding new hires, which is crucial for a leadership role in customer service.

Ideal resume length

As a hiring manager, you should know a resume for a customer service lead should be concise yet informative. If you have less than 10 years of customer service or leadership experience, aim for one page. This will require you to include only the vital information, such as recent roles where you managed teams and provided excellent service. Highlight skills and experiences directly related to leading a customer service team, such as conflict resolution and staff training.

For those with more significant experience, a two-page resume is allowed. Use the extra space to elaborate on your leadership roles, complex customer service scenarios you've handled, and improvements or changes implemented that positively impacted customer satisfaction. Remember, readability is crucial, so ensure the font size and margins allow for easy scanning. Trust in the strength of well-selected, relevant information over quantity to display your qualifications.

Showcase conflict resolution

In customer service, your ability to resolve conflicts effectively is key. Include specific instances where you have successfully handled difficult customer situations and the positive outcomes that followed.

If you have implemented any systems or processes that have improved customer complaint resolution times, be sure to mention these achievements. This will demonstrate your capacity to contribute to operational improvements.

Beat the resume screeners

When you apply for a job as a customer service lead, your resume might first be read by a computer program called an Applicant Tracking System (ATS). You need to make your resume in a way that this system can read it well. Here are tips to help with that:

  • Use keywords from the job description. Include words like 'customer service', 'team lead', 'support', and 'resolution'. This matches your resume with the job.
  • Make your resume clear and easy to read. Use a standard font and format. List your skills and experience in a simple way. This helps the ATS see that you are a good fit for the job.

Remember, a good resume for a customer service lead shows that you can manage a team and help customers well. The ATS is the first step. Make sure it can see your strong skills.

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