AWS Customer Service Frontline Manager, AWS CS

Amazon has built a reputation for excellence with recent examples of being named #1 in customer service, #1 most trusted, and #2 most innovative. Amazon Web Services (AWS) is carrying on that tradition while leading the world in Cloud technologies. As a member of the AWS Customer Service team you will be at the forefront of this transformational technology assisting a global list of customers that are taking advantage of a growing set of services and features to run their mission-critical applications. 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 CS Front Line Manager (FLM), you are responsible for ensuring that front line Technical Customer Service Specialists (TCSSs) are set up for success. You will lead your team to deliver results by establishing the right team structure to respond to customer needs, business goals, and operational/developmental objectives. You will set the direction and culture of your team by managing individual and team performance expectations and goals, providing coaching and career development, and conducting frequent one-on-ones focused on improving customer satisfaction, monitoring real-time service levels, and serving as a point of contact for escalated contact resolution. Key job responsibilities People Management Responsibilities - Leading a team of approximately 20 builders; responsible for overall direction, coordination, evaluation, and day-to-day delivery. - Identifying and optimizing workflows and best practices for operational excellence. Prioritizing root cause resolution. - Evaluating employees against role guidelines, participating in calibration, and providing fair performance assessments with clear documentation in regular 1:1s - Driving projects that improve support-related processes and customer experience. - Acting as a customer advocate; communicating trends to leadership and suggesting innovative solutions. - Being clear and concise in verbal and written communication (narratives, Monthly Reviews/Quarterly Review, Correction of Errors). - Creating plans, communicating requirements, negotiating priorities, and clarifying what success looks like. - Holding regular team meetings and proactively offering forums for open discussion. - Impacting team goals through leadership and operational excellence. - Creating an inclusive culture to support a diverse team. Using empathy and active listening to facilitate team connection. - Seeking and supporting representation and equity for marginalized voices; challenging the status quo. A day in the life As an AWS CS Front Line Manager, your day begins with reviewing service level dashboards, flagging escalations, and setting your team up for success. You lead quick huddles to share updates, recognize great work, and remove blockers. When escalated issues arise, you step in personally — resolving them cross-functionally with empathy and speed. Throughout the day, you hold 1:1s focused on coaching, career growth, and performance, while auditing cases for quality. No two days look the same, but the constants remain: people, customers, and operational excellence. You don't just manage — you build future leader About the team AWS Customer Service is a global team dedicated to supporting customers as they build and scale mission-critical applications on Amazon Web Services. We assist with account and billing inquiries, troubleshoot service-related issues, and serve as the Voice of the Customer — bridging the gap between our customers' experiences and the teams that build AWS products. Our team is made up of passionate, customer-obsessed Technical Customer Service Specialists and Premium Support Managers who thrive in a fast-paced, ever-evolving cloud