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Customer Support Specialist Job Ad Template

Spot the difference

It’s difficult to write a job ad that attracts the best talent for a position, especially if you’re not completely sure about the specific requirements and responsibilities for the job. Can you differentiate between a Customer Support Specialist, a Customer Success Manager, and a Relationship Manager? What about a Receptionist or IT Helpdesk Technician? Learn the differences so you can create a more powerful and effective ad for your job.

In short, a Customer Support Specialist helps the customer understand and use the product, a Customer Success Manager helps them maximise their potential, while the Relationship Manager maintains and establishes strong customer relations. A Receptionist greets customers and an IT Helpdesk Technician fixes their technical issues.

  • The Customer Support Specialist is one of the main points of contact for customers. They educate the customer on how the product works, answer any product-specific questions the customer may have, and they will help resolve any further product issues where needed.
  • A Customer Success Manager, by contrast, has a much more proactive role, showing the customer how to make the most of the product to be more successful.
  • The IT Helpdesk Technician provides customer support, similar to the Customer Support Specialist, but in a much less personal and dedicated manner. The IT Helpdesk Technician helps customers by troubleshooting technical issues via email or phone.
  • A Relationship Manager helps retain existing customers and tries to increase the size and spend of the customer’s account. The Relationship Manager also actively searches for new customers for the business.
  • The Receptionist is the face of the company, tasked with welcoming customers, answering phone calls, and performing a variety of related office management tasks.

Job Ad Template

  • Be clear in your description. Know the tasks of the role and ideally who the candidate should be.
  • This means you won’t need to read through too many CVs to find your superstar.
  • You might be tempted to use bullet points in this section, but resist the urge! Tell a story, show off all the cool things they would be responsible for, and get them excited to apply.
  • You should be more focused on your company culture and what your mission is, instead of their daily tasks.

About the role

We are looking for a talented Customer Support Specialist to strengthen our Customer Support team here at {Company_Name}. In this role, you are responsible for maintaining customer relationships to ensure customer satisfaction and retention.

As a natural problem solver and knowledge sharer, you enjoy supporting customers as they get to know and use our product. You will become their dedicated point of contact, ensuring they get the most out of our product as you educate them and help them whenever they run into problems. Of course, you further enjoy diving deep into the features and functionalities of our product to become an in-house product expert.

Most importantly, you need to be a real people person with a passion for friendly and engaging customer support. Does that sound like you? Then apply with us today and we’ll get back to you ASAP!
We are looking for a talented Customer Support Specialist to strengthen our Customer Support team here at {Company_Name}. In this role, you are responsible for maintaining customer relationships to ensure customer satisfaction and retention.

As a natural problem solver and knowledge sharer, you enjoy supporting customers as they get to know and use our product. You will become their dedicated point of contact, ensuring they get the most out of our product as you educate them and help them whenever they run into problems. Of course, you further enjoy diving deep into the features and functionalities of our product to become an in-house product expert.

Most importantly, you need to be a real people person with a passion for friendly and engaging customer support. Does that sound like you? Then apply with us today and we’ll get back to you ASAP!
  • This section is all about your candidate's experience and responsibilities. You should outline very clearly what they should expect from the job role, not from the company itself. 
  • You should use language that speaks to the candidate directly, use of “you”, “we” and “our” are all positives. 
  • Hard skills in this section are important, but don’t overlook the significance of soft skills, like communication and being a team player, these can make a huge difference to the way people work alongside each other and gel professionally. 
  • What do you believe in, and what are your core values?

Responsibilities

Remember these are example responsibilities, not all of these will be relevant to your specific job ad. Please edit the text to match your company’s needs.

• Support customers who are using our product to ensure they enjoy the best possible customer experience.
• Respond to any questions or requests they may have regarding our product, whether via email, phone, or live chat.
• Educate customers on how to use the product and assist in the creation of training materials to better help them in the future.
• Work closely with our product team to improve our product based on the feedback you receive from customers.
• Know our product like no other and know how to effectively share this technical knowledge with others.
• Maintain and strengthen the relationship between our company and our customers.
Remember these are example responsibilities, not all of these will be relevant to your specific job ad. Please edit the text to match your company’s needs.

• Support customers who are using our product to ensure they enjoy the best possible customer experience.
• Respond to any questions or requests they may have regarding our product, whether via email, phone, or live chat.
• Educate customers on how to use the product and assist in the creation of training materials to better help them in the future.
• Work closely with our product team to improve our product based on the feedback you receive from customers.
• Know our product like no other and know how to effectively share this technical knowledge with others.
• Maintain and strengthen the relationship between our company and our customers.
  • This section is essential to finding the candidate with the skills and qualifications that will help them in their job role.
  • This should be clear and concise and set boundaries for submissions.
  • The more information you add to your skills section, the less candidates you’ll have to sift through to find the right one.
  • This would waste both your time and the potential candidate so avoid being wordy as much as possible. Think about what would be an essential part of this role, and what would the applicant need to be successful in the job?

Requirements

Remember these are example requirements, not all of these will be relevant to your specific job ad. Please edit the text to match your company’s needs.

• 2-3 years of experience as a Customer Support Specialist or a similar customer support role.
• Excellent communication skills, both written and verbally.
• Exceptional at maintaining and improving customer relationships.
• Ability to understand complex technical information and to explain this information in a simplified manner so our customers understand it.
• Experience working with CRM systems.
• Great problem-solving and analytical skills.
• Knowledge of our product and industry is considered a plus.
Remember these are example requirements, not all of these will be relevant to your specific job ad. Please edit the text to match your company’s needs.

• 2-3 years of experience as a Customer Support Specialist or a similar customer support role.
• Excellent communication skills, both written and verbally.
• Exceptional at maintaining and improving customer relationships.
• Ability to understand complex technical information and to explain this information in a simplified manner so our customers understand it.
• Experience working with CRM systems.
• Great problem-solving and analytical skills.
• Knowledge of our product and industry is considered a plus.

Need inspiration?

Your job description will not attract talent all on its own. So when putting together your job post, be sure to show what it's like working at your company not just textually but visually!

  • Remember, attracting a candidate is just as much about your company culture as the job role itself. Make sure to include points that make you seem desirable too!
  • Add photos that show off your office space, team events and your team having a great time.
  • Maybe you could include a video of some team members explaining why they love coming to work, or why they like their role.
  • Include a grid of attractive perks with some nice illustrations. Maybe you have unlimited holidays, or you have an attractive parental leave cover - show off!
  • Why not embed your company's Instagram feed to give a IRL overview of the day-to-day.

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