Customer Service Career: From A To Z

From entry-level to leadership: everything you need to build and grow your career in customer support.

What you'll learn

Understand the career path in customer support — from agent to director — and what is expected at each level.

Identify the key responsibilities, required skills, and typical challenges of each role within a support team.

Learn practical techniques for handling difficult customers, managing negative feedback, and communicating effectively across channels.

Prepare for job applications and interviews in customer support with concrete tools and examples.

Requirements

No prior experience required. This course is designed for all levels, whether you are just starting out or already working in support.

Description

Are you considering a career in customer service — or already working in support and wondering what’s next?This course is your step-by-step roadmap to understanding the entire career path in customer support, from entry-level agent to senior leadership roles. We’ll cover the responsibilities, required skills, and real-life examples at every stage of the journey — including tips on how to grow, get promoted, and land your dream job in support.You’ll learn how to:Navigate different support roles and team structuresCommunicate effectively with customers and teammatesHandle complaints, negative feedback, and difficult conversationsBuild habits that lead to trust, autonomy, and leadership potentialWe’ll also walk through resume tips, interview prep, and mindset shifts that help you move from task execution to proactive problem-solving — a key to growth in any support role.In addition, you’ll explore common career mistakes, ways to avoid burnout, and how to turn daily tasks into long-term professional development.Whether you’re just starting out or already working in a support team, this course will give you clarity, confidence, and actionable tools to grow your career in a purposeful and sustainable way.No previous experience is required — just curiosity, motivation, and a willingness to learn and grow.

Overview

Section 1: Introduction

Lecture 1 Introduction

Section 2: Customer Support Agent Role

Lecture 2 Support Agent Role & Customer requests

Lecture 3 Providing Information About Casinos, Games, Promotions, and Services

Lecture 4 Handling Customer Complaints and Issues

Lecture 5 Account Management: Deposits and Withdrawals

Lecture 6 Conclusion for the Module and Role

Section 3: Senior Customer Support Agent Role

Lecture 7 Role Introduction

Lecture 8 The Role of a Senior Support Agent

Lecture 9 Skills Required for Successful Senior Customer Support Agents

Lecture 10 Conclusion for the Module and Role

Section 4: CS Supervisor Role

Lecture 11 Role Introduction

Lecture 12 Key Responsibilities of a Supervisor

Lecture 13 Key Skills for a Successful Supervisor

Lecture 14 Conclusion for the Module and Role

Section 5: Regional CS Manager Role

Lecture 15 Role Introduction

Lecture 16 Key Responsibilities of a Regional Manager

Lecture 17 Key Skills for Success as a Regional Manager

Lecture 18 Conclusion for the Module and Role

Section 6: Director of Customer Support (a.k.a CCO)

Lecture 19 Role Introduction

Lecture 20 Key Responsibilities of the Chief Customer Officer

Lecture 21 Key Skills for Successful CCO Performance

Lecture 22 Advancing in the CCO Position

Lecture 23 Conclusion for the Module and Role

Section 7: Extra module: How to Get a Job

Lecture 24 How to Get the Job

This course is for anyone interested in starting a career in customer support or seeking a clear roadmap for professional growth within the support function. It’s perfect for beginners, as well as current support agents who want to understand how to get promoted and build a long-term career.