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.

Customer Service Team Manager

The Team Manager will lead and support a team of approximately 20 Customer Service Associates.

The number one priority for this role is to support the associates in areas such as: coaching, development, performance and engagement and removing any barriers that prevent them from demonstrating Amazon principles on every contact.

The ideal Team Manager understands that supporting their people is the most critical role they perform, to achieve this, they are open and approachable, engage with their people individually to understand how to most effectively coach and motivate them. They build a work environment where associates are engaged and feel a positive sense of achievement about their role in delivering world class service.

You will be responsible for using quantitative and qualitative data to identify opportunities to coach your people and celebrate their success. As a single threaded leader for your people you will take care of all elements of your associates satisfaction and engagement at work, including communication and management of their scheduling, ownership of their payroll and taking action on issues arising in your team.

As a leader of customer facing associates, you will be expected to role model world class service by regularly handling customer contacts. As a leader you will be an expert in articulating the Amazon mission and deeply understand the expectations of the Amazon CS Contact Tenets; you will ensure your people understand the important role they play in living the Contact Tenets and how their role supports the Amazon flywheel.

Skill Requirements


- Leadership

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 necessary how to have tough conversations
Knows and communicates the Amazon mission, vision and strategy
Ability to work successfully in a dynamic, ambiguous environment
Ability to meet tight deadlines and prioritize workloads
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 performance and leadership performance bar and effectively apply to hiring decisions


- Delivering Service

Knows Amazon process 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 team Gemba
Helps associates understand the performance bar and supports them to reach it
Drives team engagement and actions through Connections results and insights