Technical Care Tier 2 Supervisor, Kuiper Customer Support
Project 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.
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.
This position may require access to information, technology, or hardware that is subject to export control laws and regulations.
Employment in this position is contingent upon obtaining any required export licenses or other approvals from the United States government.
Key Job Responsibilities
Help 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 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.
About The Team
Global 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.
Basic Qualifications
High school diploma or equivalent required.
Extensive experience in Customer Service roles.
Demonstrated leadership in a call center environment.
Demonstrated leadership managing associates.
Must work from office and have shift coverage/work schedule flexibility.
Experience with Windows Operating Systems and Microsoft Outlook.
Strong leadership and interpersonal skills, with the ability to inspire and motivate team members.
Excellent verbal and written communication skills with a customer-centric approach.
Problem-solving skills with a focus on finding practical and effective solutions.
Ability to handle escalated customer inquiries or complaints with professionalism and empathy.
Proficiency in using CRM software and other relevant tools to track and manage customer interactions.
Flexibility to adapt to changing priorities and handle multiple tasks simultaneously.
Results-oriented, have high integrity, and a desire to be part of a world-class, rapidly expanding company.
Experience pulling and reporting data from numerous databases.
Preferred Qualifications
Bachelor's degree.
Proven examples of the ability to successfully support contact operational teams with diverse stakeholders with a high level of quality.
Technical acumen and experience working with technical / development teams.
Multi-lingual capabilities.
Amazon 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.
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
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