Experienced Full Stack Customer Service Manager – Cloud-Based Application Support and Development

About Us

At Amazon, we're committed to being the world's most customer-centric company. Our dedication to delivering exceptional customer experiences has earned us the top spot in client assistance, trust, and innovation. As a member of the Amazon Web Services (AWS) Customer Support team, you'll be at the forefront of this groundbreaking innovation, helping a global list of clients leverage a growing array of services and features to run their strategic applications.

Job Summary

We're seeking an experienced Full Stack Customer Service Manager to join our AWS Customer Support team. As a key member of our team, you'll be responsible for leading and managing a high-performing team, driving continuous improvement through customer feedback, and building a customer-centric support profile. If you're passionate about delivering exceptional customer experiences and have a proven track record of leading high-performing teams, we want to hear from you.

Key Responsibilities

• Manage the day-to-day activities of the team and be accountable for overall efficiency, quality, and delivery of business services.
• Assist in driving business delegate case quality and metrics, monitor trends, and ensure corrective actions are taken. You'll plan for opportunities to minimize risks.
• Establish clear work cycles to enable and improve performance. Identify and support deliberate process improvement to open opportunities.
• Communicate business updates, needs, goal status, and any challenges to your clients, partners, and management.
• Proactively identify risks and bring them to the attention of your manager, clients, and partners with plans for mitigation before they become barriers.
• Convey thoughts, both verbally and in writing, to a wide range of audiences.
• Focus on underlying driver goals and functional excellence. You'll collaborate with business administration delegates, account managers, and other internal groups to streamline team tools and execute upgrades that improve processes (e.g., automating scheduled or manual tasks).
• Foster team leaders by providing guidance, executing, and conducting training and mentorship.
• Ensure team leaders have a clear understanding of the performance bar and metrics used to measure performance.
• Manage performance and conduct issues, hold teams accountable for performance, implement progress plans, and raise the performance bar.
• Assist your team members in growing by empowering them to contribute to conversations, supporting their ideas, and enabling autonomous navigation.

Fundamental Capabilities

To be successful in this role, you'll need to possess the following fundamental capabilities:

• 4+ years of demonstrated leadership experience in Customer Services or similar high-performing functional teams.
• 3+ years of experience building teams and employee development plans.
• Proven experience driving projects to improve support-related processes.
• Strong relational, verbal (speaking, listening, interpretation), and written communication skills in both Turkish and English.

Preferred Capabilities

We're looking for candidates with the following preferred capabilities:

• Four-year college degree in Software Engineering, Science, or Business.
• Ability to work in a fast-paced, high-pressure environment.
• Experience with AWS technologies.
• Proficiency in MS Office, with advanced Success and reporting skills.

Career Growth Opportunities and Learning Benefits

At Amazon, we're committed to helping our employees grow and develop their careers. As a Full Stack Customer Service Manager, you'll have access to a range of learning and development opportunities, including:

• Leadership development programs to help you build your skills and expertise.
• Opportunities to work on high-profile projects and initiatives.
• Access to Amazon's extensive training and development resources.
• Regular feedback and coaching to help you grow and develop in your role.

Work Environment and Company Culture

As a member of the AWS Customer Support team, you'll be part of a dynamic and fast-paced environment. We're a team of passionate and dedicated professionals who are committed to delivering exceptional customer experiences. Our company culture is built on a set of core values that include:

• Customer obsession.
• Ownership.
• Invent and simplify.
• Air tight integrity.
• Are right, a lot.
• Learn and be curious.
• Have backbone; disagree and commit.
• Dive deep.
• Are willing to take smart risks.
• Frugality.
• Earn trust.

Compensation, Perks, and Benefits

We offer a competitive salary range of $27-$35 per hour, as well as a range of benefits and perks, including:

• Health, dental, and vision insurance.
• 401(k) matching program.
• Flexible work arrangements, including remote work options.
• Access to Amazon's extensive training and development resources.
• Opportunities to work on high-profile projects and initiatives.
• Regular feedback and coaching to help you grow and develop in your role.

Conclusion

If you're a passionate and dedicated professional with a proven track record of leading high-performing teams, we want to hear from you. As a Full Stack Customer Service Manager, you'll have the opportunity to work on high-profile projects, develop your skills and expertise, and make a real impact on our customers' experiences. Apply now to join our team and be part of something amazing!