Customer Service Team Manager – Lead a Team of 20 Associates

About the role

Amazon is expanding its Customer Service operation in Colombia and is looking for a dynamic leader to manage a team of 20 Customer Service Associates in Bogota. As a Customer Service Team Manager you will coach, develop and engage your team while ensuring world‑class service for Amazon customers.

Key responsibilities

• Lead, coach and develop a team of 20 Customer Service Associates, focusing on performance, engagement and career growth.
• Identify coaching opportunities using quantitative and qualitative data and celebrate successes.
• Remove barriers that prevent associates from applying Amazon principles on every contact.
• Manage scheduling, payroll ownership and address day‑to‑day issues within the team.
• Handle customer contacts personally to role‑model world‑class service.
• Communicate the Amazon mission and CS Contact Tenets, ensuring the team understands their impact on the Amazon flywheel.

Required profile

• Proven experience coaching or leading people in a customer‑facing environment.
• Strong understanding of effective coaching techniques and ability to create individual development plans.
• Excellent listening and communication skills, able to have tough conversations when needed.
• Knowledge of Amazon’s mission, vision and strategy and ability to convey them to the team.
• Professional, approachable demeanor with the ability to facilitate team discussions.
• Experience reviewing contacts and providing actionable feedback.

Required skills

• Microsoft Excel (part of the Microsoft Office suite).