We are seeking a Customer Service Manager for a new project that is fundamental to Amazon’s future. This is a career defining opportunity to shape the future and define new standards of excellence for customer service.
You will be responsible for the customer journey. The scope of the project is set to scale rapidly for the next few years post launch.
As an ideal candidate, you will have extensive experience managing teams in ambiguous environments. Your team will create and present business demos about complex products to customers.
You will be passionate about the use of technology to deliver bar raising customer experiences. You'll engage with product teams and stakeholders to deliver customer outcomes.
You will proactively help customers avoid potential issues. Dive deep to understand the underlying issues to help a customer resolve problems.
A Customer Service Manager (CS Manager) sets the vision, direction, and culture of their teams by managing individual and team performance expectations and goals, providing individual coaching feedback sessions, maintaining singular focus on ensuring and improving customer satisfaction, monitoring real time service levels and schedule adherence, and serving as leaders and point of contact for escalated contact resolutions.
The CS Manager will directly manage employees responsible for all aspects of the support product. Additional responsibilities on top of day-to-day people management duties include product management responsibilities for the Ops Customer Service business.
Our managers are business owners and are a part of an exciting, fast-paced team that is constantly evolving to meet the needs of the future!
Overall responsibilities include :
People Management :
planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution.
taking corrective action as necessary and documenting the issue and actions taken.
Project Management :