The team devotes their time and attention to helping identify impactful customer scenarios such as these
• They classify incoming reports of abuse while exercising sound judgment in the decisions they make
• Team members display strong technical skills while providing complex AWS account support to our customers and other AWS teams
• As an AWS Trust and Safety Team Manager, you are responsible for ensuring that front line Technical Customer Service Associates (TCSAs) are set up for success
• You will be responsible for ensuring standards for productivity and quality are achieved
• You will set the direction and culture of your team by managing individual and team performance expectations and goals, providing individual coaching feedback sessions, and frequent one-on-ones that focus on improving customer satisfaction, monitoring real time service levels and schedule adherence, and serving as a leader and point of contact for escalated contact resolution of a supervisory or sensitive nature
• You will work with exceptionally driven, customer focused Associates and Premium Support Engineers
• You will act as a Cloud Computing evangelist in the leading edge of this growing industry
• Leading a team of approximately 8-12 associates; responsible for overall direction, coordination, and evaluation of the team
• Identifying and eliminating barriers to accuracy, productivity, and quality
• Organizes, prioritizes and schedules work assignments to meet business need
• Manages workforce, develops and maintains staff scheduling and capacity planning
• Carrying out supervisory responsibilities in accordance with Amazon’s policies and procedures; additional responsibilities include planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution
• Communicating policies to associates and become the primary information source for staff; following-up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken
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Can adapt well and lead team in an environment through changes in circumstances, direction, and strategy
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Owning escalated customer contacts and leading the effort to satisfactorily resolution
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Performing deep dive analysis on selected customer contacts to gather lessons learned, then use that information to update internal reference materials and processes
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Providing prompt, efficient, detailed, customer-oriented service to AWS customers
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Working with other customer support teams to ensure a consistent and high-quality level of support
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Driving projects that improve support-related processes
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Working with customers to understand how they use AWS services, and providing valuable feedback to business and development teams
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Acting as an advocate for our customer, reporting and acting on observed areas for improvement
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Actively seeking solutions to customer needs, communicating trends to leadership, and suggesting innovative solutions on behalf of the customer experience
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Assisting with customer communication during AWS critical launches and support events
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Assuming responsibility for developing detailed knowledge about specific product lines and features
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Making sure internal knowledge reference pages are updated
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Perform ambiguous tasks without guidance and support and have the ability to suggest actions without having all the information