**DESCRIPTION** --------------- In case you are outside of Customer service, remember that in order to apply for this role you will require the site leader or highest ranking leader approval from your current OU. At Amazon we're working to be the most Customer\-centric company on earth and we are constantly improving how we willful and deliver customer orders. Our goal is to exceed expectations by continually striving to innovate and provide best in class customer support as we expand our logistics products and services. Concessions abuse prevention (CAP) is looking for a Customer Support Team Manager to help pioneer support for our growing customer segments. In this role, you will be managing a team of (20\-22\) Customer Support Associates and be responsible for the overall performance and operational delivery of your team. This will require you to work with key support functions such as Workflow Management, Program Managers, Recruiting, and Human Resources to review performance trends and opportunities and take continual action to improve the service level and quality of performance. Experience with operational management and process improvement is an asset and you should be comfortable with making decisions in the midst of ambiguity. Developing positive working relationships with your team and collaborating across multiple teams will be important for success in this role. 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 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 performance and leadership performance bar and effectively apply to hiring decisions 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 Key job responsibilities Your three Key job responsibilities as a Team Manager will be: 1\) Drive and support exceptional performance results 2\) Coach and develop team 3\) Support team and customer experience**BASIC QUALIFICATIONS** ------------------------ * • 10\+ months previous Acting Team Manager experience or current Acting CAP Team Manager • Bachelor’s degree or 1\+ years of Amazon Experience. • Fluent English skills, both written and oral, are required for this role. • Comfortable working in a fast paced, highly collaborative, dynamic work environment • Advanced working knowledge of MS Office (esp. MS Excel) suite of products skills. • Willing to work a flexible schedule (as we support a 24x7 operations). • Good standing in current role • Strong interpersonal, verbal (speaking, listening, interpretation) and written communication skills. **PREFERRED QUALIFICATIONS** ---------------------------- * • Knowledge on process improvement and quality measures • Previous experience in coaching or leading teams • Thrive graduate 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. 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.