Team Manager, eero Customer Support

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 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 (engaging customers via phone email and chat) on wireless networks enabled by eero devices. You should be comfortable working in a technical support environment curious to learn about eero support processes and tools committed to doing the best for your team and intrinsically driven to help customers. Youll spend time entrenched in our customer feedback obsessing over their experience and working directly with your team to understand pain points and remove obstacles hindering their performance. You will be responsible for driving a customer obsessed culture providing consistent and timely feedback to your team members on ways we can improve as part of a broader responsibility for coaching and developing your team.

Knowledge of computer networking along with WiFi and telecommunications is advantageous but not essential. We provide comprehensive training on all technical aspects of the role including WiFi fundamentals networking concepts and eerospecific tools. This role will be working out of our modern office in Sydney Australia providing an opportunity to work with an amazing team of intelligent motivated and supportive colleagues and be part of a growing company that offers a range of career opportunities.


Key job responsibilities
As a Team Manager you will:


Ensure the team provides exceptional customer support aligned with the Amazon principle of Customer Obsession
Manage team performance against KPIs including Customer Satisfaction and Service Quality
Oversee the customer support departments daytoday functions including staffing and ensuring an appropriate working environment.
Provide guidance and coaching for difficult inquiries; take over support interactions as necessary
Have regular 1:1 sessions with your team of Support Specialists to provide coaching performance feedback and career development
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 your Manager
Collaborate strongly with your support leadership peers both in region and globally based to drive improvement and alignment across all areas of the business
Deliver performance evaluations and where required follow disciplinary processes according to company policy




A day in the life
As a Team Manager for eero Customer Support your main focus will be ensuring that your team of Network Support Specialists are enabled to provide great customer support. You will be by their side overseeing performance and assisting with challenges as they arise. You will coach your team through regular 1:1 sessions and collaborate closely with your peer leadership team to establish a best in class support centre. Your role will involve working with Quality Managers Learning and Development team members engineering and senior leaders to ensure we continue to raise 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 an equal opportunity employer and does not discriminate on the basis of protected veteran status disability 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.