Customer Service Frontline Manager – AWS

About the role

Amazon Web Services (AWS) is seeking a Frontline Manager to lead a team of Technical Customer Service Specialists. You will ensure the team delivers high‑quality support for AWS customers worldwide, driving operational excellence and customer satisfaction.

Key responsibilities

• Lead and coordinate a team of approximately 20 specialists, overseeing day‑to‑day delivery.
• Identify, design, and optimize workflows and best practices for operational excellence.
• Prioritize root‑cause analysis and resolution of recurring issues.
• Evaluate employee performance against role guidelines, conduct calibrations, and document assessments in regular 1:1 meetings.
• Drive projects that improve support processes and overall customer experience.
• Act as a customer advocate, communicating trends to leadership and proposing innovative solutions.
• Prepare clear written communications such as narratives, monthly and quarterly reviews, and error corrections.
• Organize regular team meetings, foster open discussion, and build an inclusive culture.

Required profile

• Proven experience managing a technical support or customer service team of similar size.
• Strong coaching, career‑development, and performance‑management skills.
• Ability to create clear plans, set priorities, and define success criteria.
• Commitment to diversity, equity, and inclusion, using empathy and active listening.

Required skills

• AWS (Amazon Web Services)
• Amazon S3
• Amazon EC2

What we offer

• Opportunity to lead a high‑impact team within a global leader in cloud technology.
• Access to Amazon’s extensive resources and professional development programs.