Exceptional Customer Support Leader Wanted
4 days ago
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 our devices. You should be comfortable working in a technical support environment, eager to learn about our support processes and tools, committed to your team's success, and intrinsically motivated to help customers.
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.
- Collaborate with regional and global support leadership to drive improvements and alignment.
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