Amazon Sr Customer Support Strategist AWS Private Pricing Program 

United States, California, San Francisco 

793032586

In this role, you will lead a team of Customer Support Specialists to answer questions from the various Customer cohorts of the Private Pricing Program inclusive of the AWS field and AWS Partners. You will respond to questions about the Private Pricing Program’s process, milestones, and mental models through quality Customer interactions. You will analyze the volume and nature of Customers’ questions to identify themes and friction points in the Customer experience, report out insights with internal stakeholders, and drive continuous improvements to the program through closed-loop actioning.
Key job responsibilities
• Learn and apply the fundamentals of the Private Pricing Program to become a subject matter expert for customer support
• Use expertise and judgement to work across teams for complex situations
• Design and implement strategy for best-in-class Customer Support
• Manage and mentor Customer Support Specialists, fostering a culture of customer-obsession, collaboration and continuous improvement
• Use expertise and judgement to work across teams for complex situations. Work with key stakeholders across GDSP to improve customer experience and develop mechanisms that support operational excellence
• Collaborate with key stakeholders around documentation and processes regarding recurring issues
• Design, build, or collaborate on solutions using automation and self-service mechanisms rather than relying on human intervention
• Develop and monitor key performance indicators (KPIs) to measure the effectiveness of the program. Use data-driven insights to make informed decisions and drive improvements
• Ensure that SOP’s and resources are easily accessible and up-to-date. Implement best practices and innovative solutions to enhance interactions and user experience
• Advocate for Customers internally and represent their voiceAbout the team
Diverse Experiences
AWS values diverse experiences. Even if you do not meet all of the qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.Mentorship & Career Growth
We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.Work/Life Balance

- Bachelor’s degree or equivalent
- 5+ years leading direct customer help/support teams, identifying and reporting trends to drive measurable results for a complex sales/sales support organization

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.