Customer Support Specialist Job Description Template

A starting point for a Customer Support Specialist job description, in a consistent structure: essential functions, qualifications, and classification. Customize it for your organization and download it as a formatted Word document or PDF.

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Customer Support Specialist

ClassificationNon-Exempt

Reports ToSupport Team Lead

DepartmentCustomer Success

Essential Functions

Respond to customer inquiries via chat, email, and phone in a timely manner
Troubleshoot account and product issues, escalating when necessary
Document customer interactions and resolutions in the support system
Identify recurring issues and share feedback with product and engineering teams
Maintain a positive, professional tone across all customer interactions
Meet response-time and satisfaction targets

Qualifications

Required:

1+ years of customer service or support experience
Strong written communication skills

Preferred:

Experience with a help desk or CRM platform

Before you post it

Confirm the classification. This template is marked non-exempt. Whether a specific Customer Support Specialist role is exempt depends on its actual duties and pay, so check it against the FLSA duties and salary tests (and any stricter state rules) before you finalize it.
Add pay details if your state requires them. A growing number of states require a pay range, and sometimes benefits or an application deadline, in job postings. Check a posting for free.
Tailor the essential functions. They should describe what this role does at your organization. Generic duties are harder to defend when a job description is used for accommodation, classification, or performance decisions.

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