Customer Service Team Manager
Customer Service Team Manager
Posted on :
12-04-2025
Employer Active
1 Vacancy
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Job Description
At Amazon were working to be the most customercentric company on earth and we are constantly working to improve our customer service. Our goal is to exceed expectations by continually striving to innovate and provide best in class customer support across a wide range of products and services.
Consumer is looking for a Customer Service Team Manager to support our Customer Service Agents. In this role you will be managing a team of up to 20 Customer Service Associates and be responsible for the overall performance and operational delivery of your team. This will require you to work with key support functions such as Workflow local leadership quality team and Human Resources to review performance trends and opportunities and take continual action to improve the service level and quality of performance. Experience with operational management and process improvement is an asset and you should be comfortable with making decisions in the midst of ambiguity. Developing positive working relationships with your team and collaborating across multiple teams will be important for success in this role.
Key job responsibilities
You will be a peoplefocused leader who always strives to improve the performance of your team through a combination of coaching and engagement. You will have an eye for the detail and be able to analyze metric data to support your team and inform your stakeholders.
A day in the life
This role is about leading a team of Customer Service Associates support customers across a variety of blended skills and channels. It is a varied and challenging role where you will balance the needs of your Associates with the demands of the wider business. Key stakeholders include Workflow & our People Experience Team (HR). You will also contribute towards the success of the site through engagement activities and process improvement initiatives.
Fluent in English language skills
Skill Requirements:
Leadership:
Experience coaching or leading people
Understanding of effective coaching techniques
Ability to create and continually support people through individual development plans
Listening skills
Positive communicator who understands when necessary how to have tough conversations
Knows and communicates the Amazon mission vision and strategy
Ability to confidently facilitate team discussions and communicate business messages
Maintains a high level of professionalism and approachability
Confidence to interview and demonstrate understanding of performance and leadership performance bar and effectively apply to hiring decisions
Role model contact handling skills
Ability to review contacts to identify WOW moments and opportunities to support associates with coaching
Deliver Results:
Time management and organizational skills
Completes tasks on time to a high quality standard
Takes action on issues and opportunities raised in team Gemba
Helps associates understand the performance bar and supports them to reach it
Drives team engagement and actions through Connections results and insights
Advanced computer skills across Microsoft Office
Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover invent simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice to know more about how we collect use and transfer the personal data of our candidates.
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 protected veteran status disability age or other legally protected status.
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 for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.
Consumer is looking for a Customer Service Team Manager to support our Customer Service Agents. In this role you will be managing a team of up to 20 Customer Service Associates and be responsible for the overall performance and operational delivery of your team. This will require you to work with key support functions such as Workflow local leadership quality team and Human Resources to review performance trends and opportunities and take continual action to improve the service level and quality of performance. Experience with operational management and process improvement is an asset and you should be comfortable with making decisions in the midst of ambiguity. Developing positive working relationships with your team and collaborating across multiple teams will be important for success in this role.
Key job responsibilities
You will be a peoplefocused leader who always strives to improve the performance of your team through a combination of coaching and engagement. You will have an eye for the detail and be able to analyze metric data to support your team and inform your stakeholders.
A day in the life
This role is about leading a team of Customer Service Associates support customers across a variety of blended skills and channels. It is a varied and challenging role where you will balance the needs of your Associates with the demands of the wider business. Key stakeholders include Workflow & our People Experience Team (HR). You will also contribute towards the success of the site through engagement activities and process improvement initiatives.
Fluent in English language skills
Skill Requirements:
Leadership:
Experience coaching or leading people
Understanding of effective coaching techniques
Ability to create and continually support people through individual development plans
Listening skills
Positive communicator who understands when necessary how to have tough conversations
Knows and communicates the Amazon mission vision and strategy
Ability to confidently facilitate team discussions and communicate business messages
Maintains a high level of professionalism and approachability
Confidence to interview and demonstrate understanding of performance and leadership performance bar and effectively apply to hiring decisions
Role model contact handling skills
Ability to review contacts to identify WOW moments and opportunities to support associates with coaching
Deliver Results:
Time management and organizational skills
Completes tasks on time to a high quality standard
Takes action on issues and opportunities raised in team Gemba
Helps associates understand the performance bar and supports them to reach it
Drives team engagement and actions through Connections results and insights
Advanced computer skills across Microsoft Office
Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover invent simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice to know more about how we collect use and transfer the personal data of our candidates.
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 protected veteran status disability age or other legally protected status.
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 for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.
Required Experience:
Manager
Employment Type
Full-Time
Department / Functional Area
Key Skills
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