The face of Amazon's Customer Service
What We Do
Our Amazon Contact Centers work towards a single goal: to deliver the best possible support experience to our customers. To do that, our CS Operations teams are empowered and expected to think like owners. We solve problems the first time so that customers have an effortless experience every time. We support customers via phone, email, live online chat, and social media.
There’s much more to customer service than delivering a great customer experience in “the now.” Our team is focused on continuously improving, raising the bar in the support experience of the future. We’re also here to build a great place to work for our associates, and to work hard, have fun and make history as we do it.
Customer Service Associate
Customer Service Associates (CSAs) are a critical part of Amazon's mission to deliver timely, accurate, and professional customer service to all Amazon customers. This position requires significant phone, e-mail, and chat communication with customers in a fun and fast-paced environment. CSAs utilize a wide variety of software tools to navigate customer accounts, research and review policies, and communicate effective solutions. Our CSA is at the heart of Amazon, escalating systematic problems and driving us to challenge the status quo. This helps us drive continuous improvement at all levels for the benefit of our internal and external customers.
Team Leads take direct responsibility for the day-to-day running of the Customer Service teams, specifically in regards to schedule management, workflow requirements, data analysis, and problem solving. In our customer-focused environment the Team Lead provides guidance and leadership to operations team through ongoing coaching and support. Leads help drive the team to deliver the highest level of customer satisfaction and support.
Team Manager/Customer Service Manager
Customer Service Managers lead a team of associates, ensuring high performance and delivery of excellent customer service. Supported by Team Leads and working closely with departments like Quality Assurance, Training, and Capacity Planning, CS Managers drive continuous improvements and ensure we always have the right amount of staff to deliver the amazing service our customers deserve and demand.
Operation Managers lead and develop a large team of associates and managers, creating a high-performing team through a people-centric leadership culture. They take charge of staffing plans, schedules, and initiatives to continuously improve operations. Taking part in local, regional and global initiatives, Operations Managers tackle complex problems that affect customers and work to resolve them with simple, original solutions.
Site Leaders are responsible for the overall leadership and operations of our contact centers. In this senior leadership role, Site Leaders set the vision and direction for our Operation and drive regional and global strategic initiatives. Through the effective use of resources, they lead a large team of associates and managers to improve the customer experience, increase productivity, and maintain service levels.
You’ll be part of an award-winning business team that’s obsessed with delivering exceptional service to a global customer base and you’ll be improving on that experience every day. More than that, you’ll be part of a team that has defined how people shop online and has raised the bar on the service expected as part of the online shopping experience. We believe in developing employees and empowering them to choose from multiple career path options. For us, every day is still day one. If you want to contribute to a team that’s growing at an amazing rate and getting better every year, then Customer Service is the place for you.
Who We Look For
With locations worldwide we offer opportunities in multiple countries for individuals who share a passion for delivering an exceptional service to our customers. Our roles call for people who know how to start all their thinking with the customer and work backwards to deliver amazing service. You must be someone who can make decisions with data and lead with passion, which thrives on challenges, has humility, and understands the value of an associate-centered leadership style. You also need to thrive in a technical environment that is constantly evolving.
CS Operations is also supported by:
Kindle Network Operations Center
The Kindle Network Operations Center is responsible for identifying customer problems early and solving them with rapid and repeatable processes. We act as a centralized point to identify emerging issues at the incident or individual customer level, drive resolution of these issues, and form a stronger link between the engineering teams and Kindle customers.
Global Outsourcing manages the vendor relationships with outsourced customer service sites on an international basis.
Day-to-day, Facilities makes sure everything operates smoothly so that nothing prevents our people from delivering a great customer experience. They maintain the building and all the supporting services – from the heating, ventilation, air conditioning, IT infrastructure, and user equipment to the fire protection system, toilets, and building fabric. They also support the project team on larger installations and expansions. A vital part of their job is making sure each member of our staff is safe at work.
If your goal is to delight the customer each and every day in whatever role you choose, then this may be the organization for you.