Team Manager, eero Customer Support
We're working on the building blocks of the small business solutions and smart homes, by designing our own hardware, enabling it with our software, and tying it all together in the cloud.
We are seeking a Team Manager to lead a team of Network Support Specialists providing exceptional customer support (engaging customers via phone, email, and chat) on wireless networks enabled by eero devices. You should be comfortable working in a technical support environment, curious to learn about eero support processes and tools, committed to doing the best for your team, and intrinsically driven to help customers.You’ll spend time entrenched in our customer feedback, obsessing over their experience, and working directly with your team to understand pain points and remove obstacles hindering their performance. You will be responsible for driving a customer obsessed culture, providing consistent and timely feedback to your team members on ways we can improve, as part of a broader responsibility for coaching and developing your team.
Knowledge of computer networking, along with WiFi and telecommunications, is advantageous but not essential. We provide comprehensive training on all technical aspects of the role, including WiFi fundamentals, networking concepts, and eero-specific tools.This role will be working out of our modern office in Sydney, Australia, providing an opportunity to work with an amazing team of intelligent, motivated, and supportive colleagues and be part of a growing company that offers a range of career opportunities.
Key job responsibilities
As a Team Manager, you will:
- Ensure the team provides exceptional customer support, aligned with the Amazon principle of Customer Obsession
- Manage team performance against KPI’s including Customer Satisfaction and Service Quality
- Oversee the customer support department’s day-to-day functions including staffing and ensuring an appropriate working environment.
- Provide guidance and coaching for difficult inquiries; take over support interactions as necessary
- Have regular 1:1 sessions with your team of Support Specialists to provide coaching, performance feedback and career development
- 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 your Manager
- Collaborate strongly with your support leadership peers, both in region and globally based, to drive improvement and alignment across all areas of the business
- Deliver performance evaluations and where required follow disciplinary processes according to company policy
A day in the life
As a Team Manager for eero Customer Support your main focus will be ensuring that your team of Network Support Specialists are enabled to provide great customer support. You will be by their side, overseeing performance and assisting with challenges as they arise.You will coach your team through regular 1:1 sessions and collaborate closely with your peer leadership team to establish a best in class support centre. Your role will involve working with Quality Managers, Learning and Development team members, engineering, and senior leaders to ensure we continue to raise the high bar we set for customer interactions.• 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
- 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)
In the spirit of reconciliation Amazon acknowledges the Traditional Custodians of country throughout Australia and their connections to land, sea and community. We pay our respect to their elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today.
IDE statement:Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
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.