Responsibilities:

• Will be responsible for managing several supplier and customer support queues including supplier account support, self service platform support and customer support for content delivery issues
• Will be managing primarily email support queues and monitoring online forums
• Will be responsible for all aspects of managing the support queues on a day to day basis including handling escalations, ensuring TAT and SLA are met, and ensuring CSAT scores are also trending in the right direction
• Will be responsible for reporting on weekly and monthly status on key metrics for the support queues
• Will be responsible for day to day people management including hiring, training, retention, motivation and overall improvement
• Will have to set up queues in the standard Amazon Customer Support infrastructure and Remedy trouble ticket system
• Will have to manage escalations and respond to customers or suppliers promptly when needed
• Will have to define processes, improve process capabilities and drive six sigma and lean initiatives to streamline support operations

Skills:

• 5-10 years in an operational setup in the services, support or BPO/KPO space. At least 3 years managing support processes is required
• Need a Bachelor degree, preferably in Science or Engineering or Commerce. MBA preferred but not required
• Direct experience running a support operation (voice or non voice) is highly desirable
• Self starter, highly motivated and capable of working on their own is required
• Good people manager who can manage and motivate direct reports and get the best out of them
• Good communication skills and experienced in communicating and working with US or Europe based customers or stakeholders
• Passionate about operations in general and in specific building out high class customer service operations
• High degree of familiarity with CRM systems and concepts and also with Remedy

High level of comfort with metrics, both manipulating and analyzing large data sets using excel. Comfort level with excel concepts like pivot tables, lookups and formulas