2021 Support Career Research

Brought to you by Support Driven & Trek Advisory Group

 
 

Changes in support roles over the past year

With a community of over 9,000+ customer support professionals, Support Driven is dedicated to Customer Support as a career. And we understand that our roles directly impact customer experience, retention, and overall business success. 

In the fall of 2021, we administered a salary survey. 70% of the survey responses came from North America, 24% Europe, and 6% across other regions.  Of the 236 survey respondents,  58% identify as women, 39% identify as men, and 3% identify as non-binary or third gender.

To help YOU advance your career in support, we’ve compiled some insights from that survey focused on how things have changed over the past year. This mini-report focuses on changes in roles, salaries, and work settings over the past year.

 

64% of survey respondents have experienced a change in company, a change in role, or have received a promotion.

According to survey respondents, 2021 was filled with change. Many people have taken on new roles, new responsibilities, or changed companies altogether. Some of this change has been positive and some negative. 11% of respondents have seen a decrease in pay/benefits, were furloughed, or were let go from their companies due to the pandemic. Another 12% have reported additional work without a pay increase. However, 82% of respondents are reporting higher wages in 2021. 

Although 63% of respondents did not ask for a raise last year, 82% have seen an increase in wages over last year. 

This increase in wages can likely be attributed to the changes mentioned above - whether internal or external, those who have had a significant change in responsibilities have also seen an increase in wages. If you’re not satisfied with your current position, or feel undervalued, it might be a good time to look for other opportunities. You might find yourself with a more satisfying role as well as a higher salary. 

Only 3% of respondents reported that they are working from the office, and only another 18% reported working in a hybrid model in which they spend some time at home and some time at the office. 

Everyone else is working from home. This probably comes as no surprise. The pandemic forced people out of the office and into the zoom conference room which added to the complexity of a year already filled with change. The current question on many minds is - What will work look like in the future?

At least in the short term, the work setting will likely look similar to what it does today. 

When asked what their companies were planning for the future, 

  • 56% of respondents said they will continue to work remotely all the time,

  • 26% of respondents said their work setting will be their choice, and 

  • 13% of respondents said they will follow a hybrid model. 

 

Only 5% said that they will return to the office full time, and only 1% said their company plans are still undecided.

Based on the current model and what companies are planning, the 2022 work setting could look similar to 2021.

 

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