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.
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.
You will work with exceptionally driven, customer focused Associates and Premium Support Engineers. You will act as a Cloud Computing evangelist in the leading edge of this growing industry.
In addition, your responsibilities will include, but will not be limited to, the following :
rewarding and disciplining employees; and effective conflict resolution.
taking corrective action as necessary and documenting the issue and actions taken.
Project and Operations Management
This role does require flexibility to work weekends and / or evenings.