Customer Service Frontline Manager, AWS CS

About the role

As an AWS Customer Service Front Line Manager you will lead a team of Technical Customer Service Specialists, ensuring they deliver high‑quality support for AWS services worldwide. You will set team direction, coach staff, and drive operational excellence to improve customer satisfaction.

Key responsibilities

• Lead and manage a team of approximately 20 specialists, overseeing daily delivery and performance.
• Identify and optimize workflows, prioritize root‑cause resolution, and drive projects that improve support processes.
• Act as a customer advocate by communicating trends to leadership and proposing innovative solutions.
• Conduct regular one‑on‑ones, team meetings, and performance assessments, fostering an inclusive culture.

Required profile

• 2+ years of contact‑center experience or leadership in a customer‑service environment.
• Experience managing a team of around 20 direct reports and driving operational improvements.
• Ability to work flexible shifts, including nights and weekends.
• Bachelor’s degree or equivalent work experience.

Required skills

• Business‑level English (verbal and written).
• Experience with AWS or other cloud technologies.