Description

　　Blink was the result of one of the most successful crowdfunding campaigns ever and is now part of Amazon Devices, the consumer electronics division that brings you the Kindle, Fire Tablets, Fire TV, and Echos. Our mission is to provide peace of mind for homeowners while they are away from home using our wire-free, battery-operated smart home security cameras.

　　As Blink’s Technical Customer Service Manager, you will focus on all aspects of customer satisfaction and care, supervise our global Customer Service and Technical Support resources, and foster positive relationships with our customers. You will provide and promote excellent customer service within the organization and find unique ways to deal with customer concerns.

　　Hours: 8:30 am - 5 pm ET, Wednesday - Sunday.

　　Key job responsibilities

　　Help to develop and implement customer service procedures, policies and standards

　　Measure customer satisfaction and improve services

　　Communicate with customers via phone, email, chat

　　Investigate and solve complex customer problems

　　Analyze statistics or other data to determine the level of service the team is providing

　　Keep open communication with department leadership team to ensure the efficiency of the client services team

　　Identifying and eliminating barriers to accuracy, productivity, and quality

　　Organizes, prioritizes and schedules work assignments to meet business need

　　Manages workforce, develops and maintains staff scheduling and capacity planning

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

　　Virtual Location - FL | Virtual Location - GA | Virtual Location - NC | Virtual Location - SC | Virtual Location - TX

　　Basic Qualifications

　　3+ years experience as a Technical Contact Center Support Manager

　　3+ years experience with workforce planning and budget management in a Technical Contact Center

　　3+ years experience building teams and employee development plans

　　Proficiency in using customer support software and tools

　　Preferred Qualifications

　　Bachelors degree in Computer Science, Science

　　Strong interpersonal, verbal (speaking, listening, interpreting) and written communication skills

　　Ability to understand technical issues, but focused on people management and customer satisfaction

　　Ability to function in an ambiguous, fast paced work environment

　　Experience in consumer focused Customer Service and IOT devices

　　Bi-lingual in French, Spanish, German a plus

　　Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.