Customer Service Frontline Manager, AWS CS

Amazon has built a reputation for excellence with recent examples of being named #1 in customer service, #1 most trusted, and #2 most innovative. Amazon Web Services (AWS) is carrying on that tradition while leading the world in Cloud technologies. As a member of the AWS Customer Service team you will be at the forefront of this transformational technology assisting a global list of customers that are taking advantage of a growing set of services and features to run their mission-critical applications.

AWS Customer Service provides global support to a wide range of external customers as they build mission-critical applications on top of AWS services such as Amazon S3 and Amazon EC2. We help with account and billing related inquiries, and interface with AWS teams to provide the perspective of the Voice of the Customer.

As an AWS CS Front Line Manager (FLM), you are responsible for ensuring that front line Technical Customer Service Specialists (TCSSs) are set up for success. You will lead your team to deliver results by establishing the right team structure to respond to customer needs, business goals, and operational/developmental objectives. You will set the direction and culture of your team by managing individual and team performance expectations and goals, providing coaching and career development, and conducting frequent one-on-ones focused on improving customer satisfaction, monitoring real-time service levels, and serving as a point of contact for escalated contact resolution.






Key job responsibilities
People Management Responsibilities
- Leading a team of approximately 20 builders; responsible for overall direction, coordination, evaluation, and day-to-day delivery.
- Identifying and optimizing workflows and best practices for operational excellence. Prioritizing root cause resolution.
- Evaluating employees against role guidelines, participating in calibration, and providing fair performance assessments with clear documentation in regular 1:1s
- Driving projects that improve support-related processes and customer experience.
- Acting as a customer advocate; communicating trends to leadership and suggesting innovative solutions.
- Being clear and concise in verbal and written communication (narratives, Monthly Reviews/Quarterly Review, Correction of Errors).
- Creating plans, communicating requirements, negotiating priorities, and clarifying what success looks like.
- Holding regular team meetings and proactively offering forums for open discussion.
- Impacting team goals through leadership and operational excellence.
- Creating an inclusive culture to support a diverse team. Using empathy and active listening to facilitate team connection.
- Seeking and supporting representation and equity for marginalized voices; challenging the status quo.

A day in the life
As an AWS CS Front Line Manager, your day begins with reviewing service level dashboards, flagging escalations, and setting your team up for success. You lead quick huddles to share updates, recognize great work, and remove blockers. When escalated issues arise, you step in personally — resolving them cross-functionally with empathy and speed.
Throughout the day, you hold 1:1s focused on coaching, career growth, and performance, while auditing cases for quality. No two days look the same, but the constants remain: people, customers, and operational excellence. You don't just manage — you build future leader


About the team
AWS Customer Service is a global team dedicated to supporting customers as they build and scale mission-critical applications on Amazon Web Services. We assist with account and billing inquiries, troubleshoot service-related issues, and serve as the Voice of the Customer — bridging the gap between our customers' experiences and the teams that build AWS products.
Our team is made up of passionate, customer-obsessed Technical Customer Service Specialists and Premium Support Managers who thrive in a fast-paced, ever-evolving cloud environment. We value inclusion, collaboration, and continuous improvement.

Diverse Experiences

AWS values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.

Why AWS?
Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.

Inclusive Team Culture
Here at AWS, it’s in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness.

Mentorship & Career Growth
We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.

Work/Life Balance
We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud.

Basic Qualifications

- 2+ years of contact center experience, or experience in leadership or account management positions
- Work flexible shifts including night shifts/weekends
- Experience driving projects to improve operations and support-related processes
- Experience in Business English skills, both verbal and written
- Bachelor's degree in a relevant field or equivalent work experience
- Experience managing and developing a team of 20 direct reports

Preferred Qualifications

- Experience in project or program management
- Experience with AWS or cloud technologies
- 5+ years of customer service experience
- 2+ years supervising a team in a customer service environment

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 https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.