Team Manager, eero Customer Support

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Description

At eero, we pride ourselves on providing every customer with a world-class experience. Our mission is to make technology in homes and businesses just work — through fast, reliable, secure connectivity. Fixing connectivity in the home is just the start. We're working on building blocks for small business solutions and smart homes by designing our own hardware, enabling it with our software, and tying it all together in the cloud.

We are seeking a Team Manager to lead a team of Network Support Specialists providing exceptional customer support via phone, email, and chat on wireless networks enabled by eero devices. You should be comfortable working in a technical support environment, eager to learn about eero support processes and tools, committed to your team's success, and intrinsically motivated to help customers. Your role involves engaging with customer feedback, obsessing over their experience, and working directly with your team to identify pain points and remove obstacles. You will drive a customer-obsessed culture, provide consistent feedback, and coach and develop your team.

Knowledge of computer networking, WiFi, and telecommunications is advantageous but not essential. We provide comprehensive training on all technical aspects, including WiFi fundamentals, networking concepts, and eero-specific tools. This role is based in our modern Sydney office, offering the chance to work with a talented, motivated, and supportive team within a growing company that offers various career opportunities.

Key job responsibilities

• Ensure the team provides exceptional customer support aligned with Amazon's Customer Obsession principle.
• Manage team performance against KPIs such as Customer Satisfaction and Service Quality.
• Oversee daily department functions, including staffing and maintaining a positive working environment.
• Provide guidance and coaching for difficult inquiries; take over support interactions when necessary.
• Conduct regular 1:1s with Support Specialists for coaching, feedback, and career development.
• Identify gaps and areas for process improvement, such as customer self-service opportunities, and participate in testing scalable solutions.
• Identify staffing gaps and propose hiring needs to your manager.
• Collaborate with regional and global support leadership to drive improvements and alignment.
• Deliver performance evaluations and manage disciplinary processes as needed.

A day in the life

Your main focus as a Team Manager is ensuring your Network Support Specialists can deliver excellent customer support. You will oversee performance, assist with challenges, coach your team through regular sessions, and work closely with peer leaders to establish a top-tier support center. Collaboration with Quality Managers, Learning & Development, engineering, and senior leaders will be key to maintaining high standards for customer interactions.

Basic Qualifications

• Minimum of 1+ years in a front-line people management role.
• Strong business acumen with a successful track record in contact center operations and KPIs.
• Excellent communication skills, capable of conveying complex insights clearly.
• Strategic and tactical thinking with attention to detail.
• Ability to develop ideas independently and thrive in a fast-paced environment.
• Comfort working with data and analytics to solve problems.

Preferred Qualifications

• 2+ years in a front-line people management role.
• Proven ability to take ownership and deliver results.
• Strong prioritization skills and experience managing multiple deadlines.
• Excellent verbal and written communication skills, with customer-facing experience.
• Experience with process improvement and automation (e.g., LEAN Six Sigma).

Additional Information

Amazon acknowledges the traditional custodians of the land across Australia and pays respect to their elders. We are an equal opportunity employer committed to diversity and inclusion. If you require workplace accommodations during the application process, please visit this link.

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