Customer Service Frontline Manager – AWS

About the role

As an AWS Customer Service Frontline Manager you will lead a team of Technical Customer Service Specialists who support global AWS customers. You will ensure the team is equipped to deliver high‑quality support for mission‑critical applications built on AWS services.

Key responsibilities

• Lead and develop a team of approximately 20 specialists, overseeing day‑to‑day delivery and performance.
• Identify, design, and optimize workflows and best practices to achieve operational excellence.
• Monitor real‑time service level dashboards, flag escalations, and drive root‑cause resolution.
• Drive projects that improve support processes and overall customer experience.
• Act as a customer advocate, communicating trends to leadership and proposing innovative solutions.
• Foster an inclusive culture, support diversity, and use empathy and active listening to build team connection.
• Conduct regular one‑on‑ones, team meetings, and performance assessments.

Required profile

• Proven experience managing a technical support or customer service team.
• Strong people‑management skills, including coaching, performance evaluation, and career development.
• Ability to communicate clearly in both verbal and written forms.
• Commitment to creating an inclusive, equitable work environment.
• Analytical mindset with focus on data‑driven decision making.

Required skills

• AWS
• Amazon S3
• Amazon EC2