Description

AWS Sales, Marketing, and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the largest and fastest growing small- and mid-market accounts to enterprise-level customers including public sector. The AWS Global Support team interacts with leading companies and believes that world-class support is critical to customer success. AWS Support also partners with a global list of customers that are building mission-critical applications on top of AWS services

AWS Customer Service provides global support to a wide range of external customers as they build mission-critical applications on top of AWS services such as Amazon S3 and Amazon EC2. We help with account and billing related inquiries, and interface with AWS teams to provide the perspective of the Voice of the Customer.

As an AWS Customer Service manager, you are accountable for creating and managing a high-performance team resulting in a world class customer experience. You will be able to translate vision and provides direction to achieve individual and team performance goals. You will significantly contribute to the success of AWS by strategically leveraging customer feedback, driving continuous improvement through contact reduction and building customer service support operations profile/site-wide.

Key job responsibilities

In addition, your responsibilities will include, but will not be limited to, the following:

• Manage the day-to-day operations for the team and are responsible for overall productivity, quality, and delivery of business services.

• Drive business representative case quality and metrics, monitor trends, and ensure corrective actions. You plan for contingencies to minimize risks.

• Establish clear work processes to enable and drive performance. Identify and champion systematic process improvement opportunities.

• Communicate business updates, priorities, resolution status, and any challenges to your customers, stakeholders, and management.

• Understand (at a high-level) what’s involved in building and operating a cloud-based architecture. You dive into technical details, ask the right questions, and drive the right customer outcomes.

• Proactively identify risks and bring them to the attention of your manager, customers, and stakeholders with plans for mitigation before they become roadblocks. You know when to escalate.

• Communicate ideas effectively, both verbally and in writing, to all types of audiences.

• Prioritize root cause resolution and operational excellence. You partner with business services representatives, account managers, and other internal teams to optimize team mechanisms and drive enhancements that improve processes (e.g., automating ad-hoc or manual steps).

• Develop team managers by providing guidance, performance and behavioral coaching and mentorship

• Ensure team managers have a clear understanding of the performance bar and criteria used to differentiate performance

• Manage performance and behavioral issues, hold teams accountable for performance and implements improvement plans and raising the performance bar

• Help your employees grow by encouraging them to contribute to discussions, supporting their ideas, and encouraging independent decision-making.

About the team

Amazon values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.

Why AWS

Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.

Work/Life Balance

We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud.

Inclusive Team Culture

Here at AWS, it’s in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness.

Mentorship and Career Growth

We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.

We are open to hiring candidates to work out of one of the following locations:

Istanbul, TUR

Basic Qualifications

• 5+ years of proven leadership experience in Customer Services or equivalent high-performance operational teams.

• 3+ years experience building teams and employee development plans.

• Demonstrated experience driving projects to improve support-related processes.

• Strong interpersonal, verbal (speaking, listening, interpretation) and written communication skills desired in both Turkish and English.

Preferred Qualifications

• Bachelor’s degree preferred such as Computer Science, Science, Commerce

• Ability to function in an ambiguous, fast paced work environment

• Experience with AWS technologies

• Proficiency in MS Office, with advanced Excel and reporting skills·

• Experience with Turkiye tax/invoicing regulations inc. KEP/ GİB processing