Team Manager, Customer Service

Our overall mission is simple: We want Amazon to be the place where our customers can find, discover and buy anything online. Whatever our customers want, we will find the means to deliver it. With your help, Amazon associates will deliver world class service to our customers.

We are looking for experienced leaders, fluent in Portuguese (native) with strong English proficiency, to guide and develop a remote team of Customer Service Associates (CSAs) in our Customer Service Operation across Brazil.

Are you customer obsessed? So are we! At Amazon you will join us in our mission to be Earth's most customer-centric company. What unites Amazonians across teams and geographies is that we are all striving to delight our customers, and make their lives easier. The scope and scale of our mission drives us to seek diverse perspectives, be resourceful, and navigate through ambiguity. Inventing and delivering things that were never thought possible isn't easy, but we embrace this challenge every day.

The successful candidate for the Team Manager role will:
- Be a bar-raising leader, with proven experience in team management and coaching of mid to large groups.
- Demonstrate to be a positive communicator, who facilitates team discussions and understands how to have tough conversations when necessary.
- Build strong relationships with team members, support areas, and stakeholders; maintaining a high level of approachability and trust.
- Deliver high quality results through others; acting on issues and opportunities raised in the team's Gemba, leveraging strong time management and organizational skills.
- Advocate for customer experience, anticipating customers' needs and delivering WOW moments in every interaction.

Job Requirements
- To have (or be able to obtain) High Speed internet (20 Mbps up / 2 Mbps down, or better)
- Available to work a full-time shift, which could start as early as 5AM or end as late as 1AM.
- Available to work on weekends and holidays.

Leadership Skills:
- Experience coaching or leading people.
- Understanding of effective coaching techniques.
- Ability to create and continually support people through individual development plans.
- Strong listening skills.
- Positive communicator who understands when it's necessary to have difficult conversations.
- Knows and communicates the Amazon mission, vision and strategy.
- Ability to confidently facilitate team discussions and communicate business messages.
- Maintains a high level of professionalism and approachability.
- Confidence to interview and demonstrate understanding of the performance and leadership bar, and effectively apply it to hiring decisions.

Delivering Service:
- Knows Amazon processes and policies at an expert level.
- Role model contact handling skills.
- Ability to review contacts to identify WOW moments and opportunities to support associates with coaching.

Deliver Results:
- Strong time management and organizational skills.
- Completes tasks on time to a high quality standard.
- Takes action on issues and opportunities raised in the team's Gemba.
- Helps associates understand the performance bar and supports them in reaching it.
- Drives team engagement and action through data and insights.

Key job responsibilities
Although not all-encompassing, the below provides an overview of this role:
- Lead a team of 20 to 25 associates in a remote environment, where you are responsible for coaching, engaging, and communicating in a way that drives results, manages performance, develops talent, and inspires innovation.
- Provide guidance to Customer Service Associates, using question-based coaching to motivate team members.
- Be the pulse of the business; actively observe barriers to compliance, productivity, and quality, and escalate for resolution.
- Manage performance goals, including leveraging disciplinary processes when necessary.
- Review key business metrics throughout the day; proactively escalate systemic issues and/or implement corrective action plans when required.
- Advocate for individual Customer Service Associate engagement (e.g., wellbeing, work/life balance needs, recognition of contribution, effective communication, etc.).
- Explain tasks and procedures clearly; tailor messages depending on the individual or team; focus on communicating critical information / key points when delivering a message.
- Achieve and exceed specific metrics as outlined by operational units; take ownership and be accountable for the customer experience.
- Commit to an adjusting work schedule based on business, customer, and associate need. Flexibility is expected and required.

Basic Qualifications

- Experience demonstrating leadership and people management in Customer Service or customer facing roles
- Speak, write, and read fluently in English
- Experience using MS Office, especially MS Excel for data analysis and pivot tables
- Work flexible shifts including night shifts/weekends
- High school diploma or equivalent
- Experience with Microsoft Office

Preferred Qualifications

- Bachelor's degree in a relevant field or equivalent work experience
- Experience in business process improvement, Lean or Six Sigma
- Experience in project management methodologies, business analysis, or process improvement
- Experience working with KPIs and SLAs
- Experience within a customer service/contact center 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.