AWS Customer Service Team Manager, AWS Support Social Media Team (SSMT)

Amazon

Seattle, WA, USA

Full time

Customer Services/Support + Customer Success

May 5

DESCRIPTION

Job summary

Amazon has built a reputation for excellence with recent examples of being named #1 in customer service, #1 most trusted, and #2 most innovative. Amazon Web Services (AWS) is carrying on that tradition while leading the world in Cloud technologies. As a member of the AWS Customer Service team you will be at the forefront of this transformational technology assisting a global list of customers that are taking advantage of a growing set of services and features to run their mission-critical applications.


AWS Customer Service provides global support to a wide range of external customers as they build mission-critical applications on top of AWS services such as Amazon S3 and Amazon EC2. We help with account and billing related inquiries, and interface with AWS teams to provide the perspective of the Voice of the Customer.


Do you think Cloud Computing is fascinating? Do you ever ponder the backbone that powers internet TV and social media? Are you passionate about driving customer success? Interested in learning new technologies? Do you thrive in a dynamic, fast-paced environment? Do you love discussing new technologies with your friends and family?



As an AWS CS Team Manager, you are responsible for ensuring that front line Technical Customer Service Associates (TCSAs) are set up for success. You will be responsible for ensuring standards for productivity and quality are achieved. You will set the direction and culture of your team by managing individual and team performance expectations and goals, providing individual coaching feedback sessions, and frequent one-on-ones that focus on improving customer satisfaction, monitoring real time service levels and schedule adherence, and serving as a leader and point of contact for escalated contact resolution of a supervisory or sensitive nature.


In addition, you have the opportunity to positively impact the AWS Customer experience through social media engagement. Support on a social platform requires the ability to identify trending issues and taking action to reduce negative impact. It also includes advocating for the voice of our customers in a way that may not be expressed in a typical call center interaction. You and your team will be Cloud Computing evangelists in the leading edge of this growing industry.



Your responsibilities will include, but will not be limited to, the following:


People Management

· Leading a team of approximately 10 associates; responsible for overall direction, coordination, and evaluation of the team.

· Identifying and eliminating barriers to accuracy, productivity, and quality

· Organizes, prioritizes and schedules work assignments to meet business need.

· Manages workforce, develops and maintains staff scheduling and capacity planning.

· Carrying out supervisory responsibilities in accordance with Amazon’s policies and procedures; additional responsibilities include planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution.

· Communicating policies to associates and become the primary information source for staff; following-up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken.

· Can adapt well and lead team in an environment through changes in circumstances, direction, and strategy.


Project and Operations Management

· Owning escalated customer contacts and leading the effort to satisfactorily resolution

· Performing deep dive analysis on selected customer contacts to gather lessons learned, then use that information to update internal reference materials and processes

· Providing prompt, efficient, detailed, customer-oriented service to AWS customers

· Working with other customer support teams to ensure a consistent and high-quality level of support

· Driving projects that improve support-related processes

· Acting as an advocate for the customer, reporting and acting on observed areas for improvement

· Actively seeking solutions to customer needs, communicating trends to leadership, and suggesting innovative solutions to improve the customer experience

· Assisting with customer communication during AWS critical launches and support events

· Assuming responsibility for developing detailed knowledge about specific product lines and features

· Ensure internal knowledge reference pages are updated

· Perform ambiguous tasks without direct guidance and have the ability to suggest actions with limited information

BASIC QUALIFICATIONS

· 2+ years previous leadership experience in contact center operations

· High School Diploma


PREFERRED QUALIFICATIONS

· Bachelors degree preferred such as Computer Science, Science, Commerce

· Project management experience

· 2 years previous experience supervising a team in a customer service environment

· Ability to function in an ambiguous, fast paced work environment

· Experience with AWS technologies

· Ability to function in an ambiguous, fast paced work environment

· Strong interpersonal, verbal (speaking, listening, interpretation) and written communication skills desired


Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, visit https://www.amazon.jobs/en/disability/us




Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

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