2025 Administrative and Customer Support Job Trends

Administrative and customer service leaders face numerous challenges, such as change management obstacles, staffing shortages and outdated software. Hiring skilled professionals remains a hurdle as unemployment stays low and companies struggle to attract candidates with the required experience — including traditional administrative know-how, digital fluency and project management expertise.

Complicating these challenges is the rapid advancement of technology, which requires regular upskilling of existing staff. Many administrative and customer support teams find themselves caught between the immediate need to maintain service levels and the long-term imperative to modernize their processes. They need agile teams capable of managing routine operations and driving innovation.

Strategic priorities for 2025

Administrative and customer support leaders shared what they’re focusing on this year:

Customer satisfaction

Quality assurance

Technology upgrades or integration

Cybersecurity and data privacy

Data analytics for performance management

Improving time to resolution

Budget
constraints for
headcount Outdated
technology Skills gaps
on the team Cross-
functional
collaboration Change
management Budget
constraints for
headcount Outdated
technology Skills gaps
on the team Cross-
functional
collaboration Change
management

Support roles are expanding

Administrative and customer support roles are transforming into hybrid positions with broader responsibilities. For administrative staff, these duties include project management, budgeting, HR functions and driving employee engagement, while customer support leaders seek the ability to confidently navigate customer data.

52% of administrative and customer support leaders reported skills gaps within their department, and 51% said the impact of those gaps has increased in the past year.

Administrative
duties Customer
service and
call center Office
services Management Administrative
duties Customer
service and
call center Office
services Management

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Almost all administrative and customer support leaders plan to add new staff or at least maintain headcounts to deliver on top business priorities. Yet 83% said it’s challenging to find skilled talent in the current market.

of administrative and customer support leaders are hiring for new permanent positions. of administrative and customer support leaders are hiring for new permanent positions.

are hiring only for vacated permanent positions. are hiring only for vacated permanent positions.

Hiring plans for 2025: contract professionals

53% of administrative and customer support leaders said they’re increasing their use of contract talent. They also shared the difficulties they’re having finding these professionals.

Meeting candidates’ pay expectations

Finding candidates who align with corporate culture

Difficulty assessing skills and experience

Lack of skilled candidates

Administrative and customer support professionals in highest demand

The following positions are in the top 25% of administrative and customer support roles in demand, according to an analysis of thousands of job postings and Robert Half placements:

Administrative assistant

Customer experience specialist

Customer service specialist

Data entry specialist

Executive assistant

Front desk coordinator

Office specialist

Project assistant/coordinator

Property management assistant

Receptionist

Article: Learn more about the top roles in demand

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The surveys cited were developed by Robert Half and conducted by an independent research firm. Results may not total 100% due to rounding or allowing for multiple responses. Respondents included executives, hiring managers and workers from small (10-99 employees), midsize (100-999 employees) and large (1,000+ employees) businesses in private, publicly listed and public sector organizations across the U.S.

Over 6 million new positions from more than 8,000 independent job boards and company websites, including 100,000+ placements from Robert Half, are represented in our analyses of in-demand roles. This dataset includes roles across the finance and accounting, technology, marketing and creative, legal, administrative and customer support, healthcare support, and human resources professions.