DESCRIPTION

Job summary
Are you interested in creating the future of e-com shipping? Do you want to be a part of team building the next $1bn initiative? Our team is changing the way we interact with customers around the globe and building a new, emerging shipping business to solve some of the biggest logistical opportunities facing not just Amazon, but the entire industry.

Amazon Shipping is looking to hire a motivated, customer-obsessed and data-driven Customer Support Lead to join the WW Customer Support Team. As a Customer Support Lead, you will manage a team of Customer Support Specialists whose responsibility is to engage with external shippers and a number of internal stakeholder teams to provide unparalleled support to our customers, when they need it the most. You will help the team deal with complex and ambiguous customer queries and escalations that require thorough understanding of the business, its processes and its customers. By leveraging your visibility over shippers’ papercuts, you will help raise the bar of our support function, reviewing processes and optimizing procedures to relentlessly insist on the highest standards. Equally, you will help the organization keep the pulse on shippers’ sentiment and inform Product and Tech agendas by voicing most recurrent customers’ concerns.

We are looking for experienced individuals who have worked in close contact with customers (ideally within Customer Service teams) and that have experience handling both inbound and outbound communication channels when needed.


Key job responsibilities
· Manage and drive a team of Support Specialists that provide prompt, efficient, detailed and customer-oriented support to Shippers using Amazon Shipping services.
· Work with other customer support teams within Amazon Shipping to ensure consistent and high-quality level of support.
· Review performance and Voice of the Customer (VoC) insights and engage stakeholders to root cause and resolve defects in the customer experience; relentlessly pursue customer support experience improvement opportunities.
· Advocate on behalf of our customers when something doesn’t seem right or when problems don’t get resolved quickly enough.

BASIC QUALIFICATIONS

• Bachelor’s degree or equivalent with significant, proven experience working in a customer support environment.
• Excellent written and verbal English communication skills, including the ability to comfortably engage with internal and external customers.
• Experience owning program strategy, end to end delivery, and communicating results to senior leadership.
• Ability to work independently and show sound judgment in ambiguous situations.
• Ability to work well in a fast-paced environment and multi-task in a high-energy environment.
• Creative and analytical problem solver with a passion to provide excellent customer service.
• Experience with Microsoft Office tools – emphasis on Excel

PREFERRED QUALIFICATIONS

• Additional verbal and written communication skills in French or Spanish is a strong plus. Italian also considered.
• Experience with transportation industry or other Shipping Service Providers



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