Administrative and customer service roles are the backbone of business operations. They keep teams organized, ensure smooth communication, and deliver exceptional client experiences. But these roles are evolving quickly. Automation, AI, and shifting workplace expectations are changing what employers need—and what candidates expect.
If you’re planning to hire administrative or customer service talent in 2026, here’s what you need to know about the hiring landscape and how to stay competitive.
The Current Hiring Landscape
Both administrative assistance and customer service job postings declined this year, dropping 12.1% and 1.1% respectively from Oct. 31, 2024 to the same date in 2025, according to Indeed.
Still, demand for skilled talent to fill these roles remains high. Both administrative assistance and customer service roles are essential for managing workflows, supporting leadership, and maintaining customer relationships. According to industry data, salaries for administrative and customer service professionals are projected to rise modestly in 2026, and unemployment rates for these roles remain well below the national average.
However, hiring cycles are getting longer. Why? Candidates expect more than a paycheck—they want flexibility, growth opportunities, and tech-forward workplaces. Hybrid work options and remote capabilities are now standard expectations, not perks. Employers who fail to offer these benefits risk losing top talent to competitors.
Additionally, as job postings have decreased, there has been a significant shift in the average number of applications started per job posting. Administrative assistance roles are among the highest when it comes to positions that have seen the largest increase in applications year-over-year, according to Indeed.
Technology is Changing the Role
Artificial intelligence (AI) and automation are transforming administrative and customer service work. Despite widespread fears that AI could eliminate customer service jobs, a new survey by Gartner suggests differently. The Gartner survey, conducted in October 2025 among 321 customer service and support leaders, found that only 20% of organizations have reduced headcount due to AI deployment.
Tasks like scheduling, data entry, and basic customer inquiries are increasingly automated. But the technology is allowing existing staff to handle higher customer volumes, more than it is resulting in roles being cut. Gartner’s survey shows 55% reported stable staffing levels while handling higher customer volumes.
These technologies don’t replace human roles—they enhance them. Employees who can combine tech skills with strong communication and problem-solving abilities are in high demand.
For employers, this shift means two things:
- Update job descriptions to reflect tech requirements. Administrative staff are expected to manage cloud-based platforms, CRM systems, and AI-powered tools that streamline workflows. Customer service representatives must be comfortable using chatbots, ticketing systems, and AI-assisted response tools.
- Offer training and upskilling to attract candidates who want to grow with technology.
Flexibility and Career Growth Matter Most
Flexibility is no longer optional—it’s a top priority for administrative and customer service talent. Hybrid schedules and remote options are key drivers in job decisions. Even part-time remote work can make a role more attractive. According to Gallup, 52% of U.S. work locations are operating exclusively hybrid and that number has been relatively stable for the past two years.
Beyond flexibility, candidates want clear career paths. Administrative professionals often look for opportunities to move into operations, office management, or executive support roles. Customer service representatives may aspire to become team leads, trainers, or customer success specialists. Employers should highlight advancement opportunities and provide mentorship programs to stand out.
The concept of meaningful work is important, as just 46% of consumer markets (CM) workers say they’ve found a meaningful career. Among all workers, that number is 10% higher at 56%, according to PwC.
Culture also matters. A supportive environment that values work-life balance, mental health, and recognition can make the difference between attracting top talent and losing them to competitors.
What Administrative and Customer Service Talent Wants in 2026
Today’s support professionals expect more than a paycheck. Surveys and industry insights reveal four key priorities:
1. Flexibility
Hybrid and remote work options are no longer perks—they’re expected. Even part-time remote flexibility can make a role more attractive.
2. Tech Training and Tools
Administrative and customer service roles increasingly involve CRM systems, cloud platforms, and AI-powered tools. Candidates want employers who provide training and help them stay ahead of technology trends.
3. Clear Career Paths
Professionals want to know where the role can lead—whether into operations, office management, or customer success. Employers that outline growth opportunities and offer mentorship stand out.
4. Supportive Culture
Work-life balance, mental health resources, and recognition programs matter. Candidates value environments where they feel respected and supported.
Partner with Ultimate Staffing for 2026 Hiring Support
By leveraging the expertise and reach of a trusted staffing firm like Ultimate Staffing, you can stay agile and build a future-ready support team with. Among other benefits, Ultimate Staffing offers:
- Flexible staffing solutions for short-term and long-term needs
- Tech-savvy administrative and customer service professionals
- Support for upskilling and adaptability
Contact your nearest location today to start planning your 2026 hiring strategy.
