Customer Support Team Leader

4 weeks ago

Calgary, Alberta, Canada Amazon Full time $51,500

Join Amazon's Commitment to Customer Excellence

At Amazon, our mission is to be the most customer-centric organization globally, and we are dedicated to enhancing the way we fulfill and deliver customer orders.

Our aim is to surpass expectations by consistently innovating and offering top-tier customer support as we broaden our logistics offerings.

To elevate the customer experience, we are forming a specialized team of delivery station-based customer service representatives who will facilitate real-time, hands-on investigations regarding package statuses and expedite solutions for our customers.

This initiative also grants customers access to local specialists who can provide the most precise and current information about their packages and address any delivery challenges they may encounter.

Role Overview: We are seeking a Delivery Station Customer Support Team Manager to lead this pioneering approach to customer service across the United States.

In this position, you will oversee a team of In-Station Customer Support Associates who deliver localized customer service for Amazon customers serviced by our logistics delivery stations.

Key Responsibilities:

  • Manage the overall performance and operational delivery of your team at each location.
  • Collaborate with essential support functions such as Delivery Station Operations, Program Managers, Recruiting, and Human Resources to analyze performance trends and identify opportunities for enhancement.
  • Implement continuous actions to elevate service levels and performance quality.

Experience in operational management and process enhancement is advantageous, and you should be adept at making decisions amid uncertainty.

This role requires commuting to and working from one of Amazon's delivery stations, with a willingness to travel regionally as necessary.

Qualifications:

  • Minimum of 1 year of experience managing a team of 25+ customer service associates in a contact center or retail environment.
  • Proven track record of successfully implementing change management and transitioning programs into large-scale operations.
  • A Bachelor's degree or equivalent experience.
  • 2-3 years of leadership and people management experience.
  • Strong, self-motivated leader with a demonstrated ability to proactively drive, manage, and develop an operations team.
  • Project management and people management skills.
  • Ability to consider diverse perspectives while utilizing data and insights to determine the best course of action; conduct root cause analysis; contribute to both short- and long-term initiatives and objectives.

Amazon is an equal opportunity employer and does not discriminate based on race, national origin, gender, gender identity, sexual orientation, disability, age, or other legally protected status. We encourage individuals with disabilities to request accommodations as needed.

Depending on the position offered, equity, sign-on bonuses, and other forms of compensation may be included as part of a comprehensive compensation package, alongside a full range of medical, financial, and other benefits.

Interested candidates should apply through our internal or external career site.

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