Team Manager eero CS

At eero we pride ourselves in providing every customer 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 however just the start. Were working on the building blocks of the small business solutions and smart homes by designing our own hardware enabling it with powerful software and tying it all together to the cloud. We are seeking a Team Manager to lead a team of Network Support Specialists. Team Managers can oversee Tier 1 Tier 2 and Tier 3 level support interactions directly managing a team of frontline network support specialists who provide support directly to customers via phone email and chat. Youll spend time entrenched in our customer feedback obsessing over their experience and working directly with our agents to understand pain points and remove obstacles hindering their performance. Team Managers are responsible for driving a customer obsessed culture providing consistent and timely feedback to their team members on ways we can improve. This role will be based out of Sydney Australia working onsite from our offices there.

Key job responsibilities
As a Team Manager you will:
Ensure all KPIs are met overseeing the customer support departments daytoday functions
Provide guidance and coaching for difficult inquiries; take over tickets as necessary
Have regular 1:1 sessions with all Network Support Specialists
Identify gaps and areas of improvement in support processes such as customer selfservice opportunities and participate in the testing of scalable solutions
Identify gaps in staffing and make hiring proposals to the Service Delivery Manager
Deliver performance evaluations and follow the disciplinary process according to company policy

A day in the life
As a Team Manager for eero Customer Support you will work closely with Network Support Specialists Quality Managers Learning and Development team members engineering and senior leaders to ensure we are meeting the high bar we set for customer interactions.

Minimum of 1 years in a direct front line people management role
Strong business acumen with a track record of success specifically related to contact center operations and Key Performance Indicators
Excellent communication skills and ability to convey insights from complex analyses to internal and external entities
Ability to think strategically and tactically with attention to detail
Tenacity to develop ideas independently and thrive in a fastpaced startup environment is essential for success
Capable of working closely with data and using analytics to problemsolve


2 years in a direct front line people management role
Proven track record of taking ownership and delivering results
Strong ability to prioritize and experience with meeting multiple deadlines
Excellent communication skills (both verbal and written) with vendor client or customerfacing experience
Experience with process improvement and automation (e.g. LEAN Six Sigma Process Management)


Acknowledgement of country:
In the spirit of reconciliation Amazon acknowledges the Traditional Custodians of country throughout Australia and their connections to land sea and community. We pay our respect to their elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today.

IDE statement:
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 disability age or other legally protected attributes.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process including support for the interview or onboarding process please visit https://amazon.jobs/content/en/howwehire/accommodations for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.