OverviewProject Kuiper is an initiative to increase global broadband access through a constellation of 3,236 satellites in low Earth orbit (LEO). Its mission is to bring fast, affordable broadband to unserved and underserved communities around the world. Project Kuiper will help close the digital divide by delivering fast, affordable broadband to a wide range of customers, including consumers, businesses, government agencies, and other organizations operating in places without reliable connectivity.The Kuiper Customer Support team is hiring a Supervisor for the Tier 2 Technical Care Agent (TCA) team to help transform the delivery experience for customers with unprecedented quality, efficiency and scale. Our team is actively seeking motivated, talented, and customer obsessed individuals who are eager to build and improve the experience of Kuiper customers. They will own the customer satisfaction journey from base case customer contacts through complex exceptions and escalation path customer issues.This position may require access to information, technology, or hardware that is subject to export control laws and regulations, including the Export Administration Regulations (EAR) and the International Traffic in Arms Regulations (ITAR). Employment in this position is contingent upon obtaining any required export licenses or other approvals from the United States government. As such, the successful candidate must be eligible to obtain any necessary export licenses or approvals based on their nationality, citizenship, and any other factors considered by the applicable export control regulations.Key job responsibilitiesHelp build, lead, and motivate a team of Tier 2 Kuiper TCAs responsible for delivering exceptional support to Kuiper B2C, SMB, and Distribution partners while achieving performance targets.Provide ongoing coaching, training, and feedback to team members to enhance their skills and capabilities.Oversee daily operations of the customer service department, including managing inbound inquiries and resolving customer issues.Handle escalated customer inquiries or complaints with professionalism and empathy, seeking resolution to ensure customer satisfaction.Develop and implement strategies to improve efficiency, productivity, and customer satisfaction levels.Analyze customer feedback and data to identify trends, opportunities, and areas for improvement.Conduct regular audits of customer interactions and provide feedback for improvement.Collaborate with other departments, such as Learning and Development, Field Support, and Outsource Partners to ensure alignment and coordination in delivering a seamless customer experience.Maintain accurate records of customer interactions, transactions, and inquiries using the Kuiper CRM system and trouble ticketing tools.Monitor and analyze key performance indicators (KPIs) to ensure service level agreements (SLAs) are met.Ability to work flexible Full-Time (40+ hours per week) schedule.A day in the lifeAs team supervisor, you will oversee a group of specialized agents tasked with resolving complex customer issues and escalations including account management, technical support, safety concerns, social media interactions, fraud prevention, installation services, and general customer support. The agents will be operating using several languages to best service our European customers. Through collaboration with internal and external stakeholders, you will develop customer-centric solutions. Your team will serve as the primary identifier of emerging issues and trends affecting Kuiper customer satisfaction, while contributing to process refinements and product improvements that drive continuous improvements.About the teamGlobal Operations is part of the Worldwide Consumer team. Our mission is to plan, develop and execute on strategies to launch and operate Kuiper services globally through multiple distribution channels. Through regional and local country operations, our team is responsible for delivering revenue from residential and small business broadband services. On a global level, regional and country level, the team develops business models, local and regional partnerships and fixed service operations in service enabled countries.Basic QualificationsHigh school diploma or equivalent requiredExtensive experience in Customer Service rolesDemonstrated leadership in a call center environmentDemonstrated leadership managing associatesMust work from office and have shift coverage/work schedule flexibilityExperience with Windows Operating Systems and Microsoft OutlookStrong leadership and interpersonal skills, with the ability to inspire and motivate team membersExcellent verbal and written communication skills with a customer-centric approachProblem-solving skills with a focus on finding practical and effective solutionsAbility to handle escalated customer inquiries or complaints with professionalism and empathyProficiency in using CRM software and other relevant tools to track and manage customer interactionsFlexibility to adapt to changing priorities and handle multiple tasks simultaneouslyResults-oriented, have high integrity, and a desire to be part of a world-class, rapidly expanding companyExperience pulling and reporting data from numerous databases (using Excel, Access, and/or other data management systems)Preferred QualificationsBachelor's degreeProven examples of the ability to successfully support contact operational teams with diverse stakeholders with a high level of qualityTechnical acumen and experience working with technical / development teamsMulti-lingual capabilitiesAmazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.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. 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