What are the responsibilities and job description for the Team Manager, eero CS position at Amazon?
DESCRIPTION
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. We're 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. You’ll 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 Boise, Idaho - working onsite from our offices there.
Key job responsibilities
As a Team Manager, you will:
- Ensure all KPIs are met, overseeing the customer support department’s day-to-day 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 self-service 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.
BASIC QUALIFICATIONS
- 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 fast-paced start-up environment is essential for success
- Capable of working closely with data and using analytics to problem-solve
PREFERRED QUALIFICATIONS
- 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 customer-facing experience
- Experience with process improvement and automation (e.g., LEAN Six Sigma, Process Management)
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