by Brett Bayduss, on May 1, 2025 7:00:00 AM
The job market has undergone significant shifts since the pandemic, with customer service roles being no exception. While some industries have surpassed pre-pandemic employment levels, customer service jobs remain slightly below their previous numbers. This decline raises critical questions about the future of customer service employment, especially in the context of evolving return-to-office trends and workplace needs.
The rise and fall of customer service job growth
In 2022, customer service jobs experienced a slight resurgence, with hiring reaching a temporary peak. However, over the past two years, the sector has witnessed a gradual decline. The decline may be the effect of outsourcing these roles nearshore and offshore due to lower cost arbitrage found outside of the U.S. For a point of clarification, customer service roles are not limited to call centers. They encompass a wide range of positions, including those in doctors' offices, insurance agencies, and any operation requiring direct customer interaction. Despite the diversity of these roles, the overall trend indicates stagnation rather than a growth resurgence.
The impact of remote work trends
One of the most notable changes in customer service employment has been the rise and fall of remote job opportunities. At the peak of the pandemic, remote job postings for customer service positions surged to 5.5 times their pre-pandemic levels. However, in the last two years, these postings have been cut in half, signifying a decline in remote job demand.
This shift suggests that while remote work was a necessity during the pandemic, many companies are now reverting to traditional office-based models. The big question remains: will customer service jobs return to pre-pandemic levels, or will stagnant growth be a result of outsourcing these jobs nearshore or offshore, limiting job opportunities within the U.S.?
Source: Lightcast
The push for office and hybrid work models
Even if customer service job numbers remain stagnant, the push toward in-office or hybrid work environments continues to grow. Fully remote positions are on the decline, with companies emphasizing a return to physical workspaces. This shift is happening despite the fact that many organizations have reduced their real estate footprint.
For businesses focused on customer service employment, this trend signals an increased demand for office space. Companies may need to rethink their office strategies, balancing the reduction in total jobs with the need to accommodate workers returning to in-person or hybrid models.
Looking ahead: the future of customer service employment
The customer service job market is at a crossroads. Will companies continue to reduce customer service roles domestically in favor of offshore solutions? Or will we see a resurgence in hiring, albeit with a stronger emphasis on in-office work? While the answers remain uncertain, one thing is clear: The landscape of customer service jobs has been permanently reshaped by the pandemic.
For job seekers, adaptability will be key. Understanding shifting workplace trends and developing skills that align with hybrid and in-office roles may provide a competitive edge. Meanwhile, businesses must balance operational efficiencies with employee expectations as they navigate this evolving employment landscape.
