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Customer Support Talent Shortage? Why the Real Challenge is Skills, Not Headcount
- Ty Givens
- Aug 27
- 5 min read
Updated: Sep 25
The “Talent Shortage” Story We Keep Hearing About
Ask almost any CX leader what keeps them up at night and you’ll hear a familiar refrain: “We just can’t find enough qualified people for our customer support roles.” Headlines about worker shortages fuel the idea that the talent pool has run dry, and recruiting teams are under constant pressure to fill open seats.
But here’s the truth: the pipeline of people capable of delivering outstanding customer support is far from empty. The real issue is not that the talent doesn’t exist — it’s that we’re often looking for it in the wrong places, defining the wrong qualifications, or failing to create environments that make top performers want to stay.
At CX Collective, we see this pattern repeatedly: companies convinced they have a shortage when what they actually have is a skills, strategy, and retention challenge.
The Myth and Why It’s Misleading
The myth goes like this:
“We can’t hire because there’s a talent shortage in customer support.”
It’s a comforting explanation because it suggests the problem is external and outside a leader’s control. But when you unpack it, several internal factors often explain why roles remain unfilled or why turnover stays high:
Narrow hiring criteria that screen out strong candidates without traditional experience.
Outdated job descriptions that fail to reflect modern CX skill requirements.
Minimal career paths that cause capable agents to leave for better growth opportunities.
A 2024 Zendesk report found that 71% of customer service leaders cite employee retention as their biggest staffing challenge, compared to only 44% who list candidate availability.^1 In other words, it’s not that people aren’t out there — it’s that they aren’t staying or being set up to thrive.
The Reality: The Talent is There — But the Fit is Off
When we look at high-performing support teams, a clear pattern emerges: they’re not just hiring for headcount, they’re hiring and developing for adaptability. The “shortage” narrative fades when organizations take a closer look at fit, not just availability.
Perceived Problem | Actual Root Cause | Strategic Solution |
“We can’t find skilled agents” | Narrow hiring criteria and outdated job descriptions | Hire for adaptability and empathy, then train for tools and processes |
“High turnover means shortage” | Lack of career paths and skill development | Create tiered roles, mentorship, and internal mobility programs |
“Applicants don’t have experience” | Overemphasis on prior industry experience | Focus on transferable skills from retail, hospitality, and tech support |
By focusing on transferable skills — problem-solving, active listening, clear communication — CX leaders can tap into a much larger and more diverse talent pool.
The CX Leader’s Talent Optimization Grid
At CX Collective, we use a simple framework to help leaders shift from chasing headcount to cultivating capability:
Assess your current team’s skills: Map technical, communication, and problem-solving abilities. Identify who is ready for more complex tasks and who needs development.
Identify skill gaps for the future: Consider what the next 12–24 months will require: AI fluency, escalation management, data analysis, or omnichannel service proficiency.
Create development pathways: Establish tiered roles with clear promotion criteria. Pair newer hires with experienced mentors. Offer training in both technical tools and soft skills.
Companies that follow this approach often discover they don’t need to hire as many new people as they thought — they can elevate existing team members instead.
Market Trends Driving the Perception of a Shortage
1. Rising complexity in customer interactions: AI is automating simple, repetitive tasks, meaning human agents are now handling more complex, emotionally charged cases. This shift requires higher skill levels than many job descriptions currently target².
2. Shifting employee expectations: Support professionals today expect more than just a paycheck. They want flexibility, growth opportunities, and a company culture that values their contributions. Without these, even strong candidates will decline offers or leave within months³.
3. Competitive labor market for key skills: Skills like empathy, de-escalation, and multi-channel communication are in demand across industries, from healthcare to tech. CX leaders are competing for these same candidates — but those who invest in internal development have a competitive edge⁴.
Why Work with CX Collective on Customer Support Talent Shortage Strategy
Recruitment ads and signing bonuses aren’t enough to solve the so-called “talent shortage.” CX Collective helps leaders rethink how they define, attract, and retain the people who drive customer satisfaction and loyalty.
We work with you to:
Rewrite job descriptions to attract adaptable, high-potential candidates.
Build internal upskilling programs to match your AI and automation roadmap.
Reduce turnover by creating a clear path for career advancement.
The result: a team built not just to fill today’s seats, but to meet tomorrow’s challenges.
Your Next Step: Redefine the Problem, Rethink the Solution
The “talent shortage” myth keeps many CX teams stuck in a reactive hiring cycle. By reframing the issue as a skills and retention challenge, you can tap into existing talent pools, strengthen your current team, and reduce the cost of constant recruiting.
Here’s how to take action today:
About CX Collective
Founded by Ty Givens, CX Collective helps high-growth companies scale customer experience that drives loyalty, reduces chaos, and fuels long-term growth. We don’t just talk about CX—we build it.
When you work with CX Collective, you don’t just solve the symptoms, you get a system that supports your CX team at every level of growth.
Frequently Asked Questions
Is there really a talent shortage in customer support?
Not exactly. The talent is out there—but many companies use narrow job criteria, outdated descriptions, or lack growth paths, which makes it harder to attract and keep the right people.
Why does turnover feel like a shortage?
High churn often points to internal gaps, not a lack of candidates. Without clear career paths, skill development, or recognition, capable agents leave—making it seem like the talent isn’t available.
What skills matter most for today’s CX teams?
With AI automating routine tasks, human agents are handling more complex, emotional interactions. Skills like empathy, problem-solving, and clear communication are now critical—regardless of prior industry experience.
How can we expand our candidate pool?
Instead of overemphasizing prior CX experience, focus on transferable skills from retail, hospitality, or tech support. Hiring for adaptability and training for tools opens up a much broader pipeline.
How does CX Collective help solve this challenge?
We work with leaders to rewrite job descriptions, build upskilling programs, and create clear advancement paths. The result is stronger retention, better-fit hires, and a team that can meet tomorrow’s CX demands
Footnotes:
Zendesk, “CX Trends Report 2024,” 2024.
McKinsey & Company, “The State of AI in 2023,” 2023.
Harvard Business Review, “What Employees Want in 2024,” January 2024.
LinkedIn, “Global Talent Trends,” 2024.
