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Support Team Skills Matrix: A Comprehensive Guide + Templates

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Maxime Manseau
October 6, 2023
Team Development
Support Operation

Understanding the strengths and development opportunities of your customer support team is paramount for leaders in the space.
Without a clear picture, how can you ensure that your team is set up for success?
This is where the customer support team skills matrix comes into play.

Why a Skills Matrix is Essential for Customer Support Teams?

A customer support team skills matrix is not just a grid. It's a foundation for:

  • Making informed, data-driven decisions on personnel development.
  • Providing a clear, concise overview for leadership and stakeholders.
  • Guiding informed decisions on employee growth, succession planning, and role optimization.
  • Giving teams the edge they need by identifying and filling critical roles quickly.

Decoding the Customer Support Team Skills Matrix

This matrix is an evaluation tool designed specifically to measure the competencies of your support staff. Picture a two-dimensional grid:

  • Dimension 1: Individual team members (columns)
  • Dimension 2: Skills relevant to customer support (rows)

For those who need a starting point, here is a skills matrix template tailored for customer support:

customer support team skills matrix template
Skills Matrix

Benefits of Implementing a Skills Matrix

1. Effective Skill Assessment

Easily understand the strengths and weaknesses of each team member, allowing HR to spot both individual and overall team skill gaps.

2. Customized Training Plans

Avoid the pitfalls of one-size-fits-all training. With a skills matrix, you can design training programs that are precise and goal-oriented, leading to cost and time savings.

3. Enhancing Employee Engagement

When training aligns with an employee's inherent strengths and interests, they are more likely to be engaged and productive. Recognizing and honing their skills also boosts their self-esteem.

4. Boosted Team Collaboration

With a clear understanding of each team member's skills, collaboration becomes more efficient. Team members can proactively play to each other's strengths, promoting effective teamwork.

5. Streamlined Internal Mobility

A skills matrix promotes internal mobility, enabling a smoother movement of employees within the organization. It's easier to identify internal candidates for vacancies or to fill skill gaps within teams, reducing the reliance on external hiring.

Building Your Customer Support Team Skills Matrix:

1. Identify Crucial Customer Support Skills

Start by outlining the skills pivotal for varied roles within your customer support team. A good starting point is your support team's career framework.

A framework can be your organization's competency structure:

  • Soft Skills: Think of communication, emotional intelligence, etc., vital for customer interactions.
  • Technical Skills: Tools such as web analytics, Javascript, or any platform-specific know-how.
  • Values: Gauge how a team member embodies company values, ensuring alignment with customer satisfaction goals.
List the hard and soft skills

While some organizations prefer a broad model, others might choose to have detailed progression paths specific to each support role.

Pro Tip: Blend both approaches. Establish core competencies universal for everyone while including a few that are role-specific.

2. Evaluate Your Customer Support Team's Proficiencies

The strategies companies adopt to gauge their customer support team's skills differ. Common approaches include:

  • Downward feedback: Managers offer insights.
  • Self-evaluation: Team members assess their own skills.
  • Peer feedback: Colleagues evaluate one another.
  • Upward feedback: Team members rate their supervisors.

Our skills matrix template advocates for a five-tiered system, from novice to expert.

Ensure Calibration Consistency:

Account for feedback biases. Each team or individual might unconsciously grade higher or lower. To uphold fairness and accuracy, it's vital to calibrate feedback.

3. Compile Your Customer Support Skills Data

Most teams initiate their skills matrix using Excel:

  • Start with a table. Label the first column as "Skills."
  • List team members' names horizontally.
  • Under each name, incorporate columns for "Expertise" and "Interest."
  • Populate based on previously gathered data.

For enhanced visualization, consider using symbols or ideograms

4. Align Team Members with Relevant Skills

Match the necessary skills for each support role to the suitable team members. This not only aids in project allocations but also helps members discern and fill their skill gaps.

5. Leverage Your Skills Matrix for Training and Assignments

Draw from your matrix to discern training requisites. If there are significant skill gaps, contemplate arranging focused workshops or training sessions. This fortifies your team's proficiency, ensuring they deliver exceptional customer support.

Templates and Examples: Sample Skills Matrices

Example 1 - Basic Matrix for Smaller Teams:

This template merges both expertise and interest, offering a simple overview.

Example 2 - Comprehensive Matrix for Larger Teams:

Ideal for bigger support teams that require an in-depth insight into skill strengths and potential training areas.

You can access both templates through this link.

Mistakes to Sidestep

  • Overlooking essential skills for any role.
  • Misaligning skills with team members, affecting matrix reliability.
  • Failing to calibrate, which may lead to biased results.

Skills Matrix vs. Competency Matrix

It's essential to differentiate between the two. While a skills matrix focuses on specific abilities, a competency matrix centers on the overall capabilities necessary for a role. These tools, when used in tandem, provide a holistic view crucial for customer support roles.

In closing

In conclusion, for leaders in customer support, introducing a customer support team skills matrix isn't just about filling a grid; it's about paving the path for optimized team growth, precise role alignment, and ultimately, unparalleled customer support.

If you're looking to embark on this journey, using our template can be your trusted starting point

If you want to give feedback or simply send a love message 👉 you can e-mail me at

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Peace, Love & Support ✌️

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