A Junior CRM Support Specialist assists senior team members in maintaining and supporting the company’s CRM platform. Their duties include responding to basic user queries, updating customer records, and performing simple data imports or exports. At this stage, they learn CRM workflows, basic configuration options, and standard reporting tools. Strong attention to detail, willingness to learn, and good communication skills are essential.

A Semi-Senior CRM Support Specialist handles more complex support requests and provides guidance to junior colleagues. They configure fields, dashboards, and workflows based on business needs, and assist with user training sessions. They are responsible for diagnosing moderate system issues, liaising with developers when custom solutions are needed, and ensuring data accuracy. This role requires strong problem-solving abilities and an in-depth understanding of the platform’s capabilities.

A Senior CRM Support Specialist manages high-level support operations for the CRM platform, acting as the main point of contact for advanced user issues and platform optimization. They design and implement efficient workflows, oversee data governance, and collaborate with developers on integrations or customizations. Seniors also create advanced reports, lead platform training programs, and recommend process improvements to leadership.

A CRM Support Manager oversees the entire CRM support function, ensuring the platform aligns with organizational objectives. They manage the support team, set service-level standards, and prioritize improvement projects. Managers collaborate with IT, sales, and marketing leaders to optimize CRM use across departments, lead vendor negotiations, and oversee platform upgrades or migrations. Strong leadership, strategic planning, and deep CRM expertise are required at this level.