[Remote] Customer Service Lead, Luxury Stores Customer Service

Note: The job is a remote job and is open to candidates in USA. Amazon is a global leader in e-commerce, and they are seeking a Customer Service Luxury Lead to provide superior service while managing workflow and processes. The role involves coaching team members, resolving escalated customer issues, and ensuring adherence to service metrics. Responsibilities • Provide 1x1 coaching to CSAs and Lead team members to ensure performance meets company standards. • Identify performance improvement opportunities through contact evaluations, providing feedback to managers and Quality Assurance (QA). • Serve as a reference and point of contact for escalated customer situations, offering guidance and using judgment to resolve issues promptly. • Escalate and document progress and operational roadblocks to management. • Monitor real time adherence reporting to ensure service metrics are met. • Act as a Subject Matter Expert (SME) for company policies and processes. • Deliver quick results with minimal supervision in a dynamic and often ambiguous work environment. • Manage CS help inbox, including monitoring and reporting trends, utilizing tools like Seller Central, CSC Call Center Manager, TT, SIM, and shipping carrier admin sites. • Monitor and guide daily workflow across phone, email, and chat channels, ensuring consistent coverage and service delivery. • Facilitate high-volume CS help desk communication using SIM, prioritizing issues and ensuring resolutions are handled within the SLA. • Maintain and follow up on manual, mishandled, or exception orders to ensure customer satisfaction. • Manage CS Issue ticketing with brand and fulfillment teams to resolve customer and departmental technical issues. • Assist with new hire training programs and onboarding of new CSA’s, ensuring a smooth transition into the team. • Distribute and manage special project workflows, collaborating with Customer Service Associates (CSAs). • Adopt CS policies and procedures, ensuring compliance and consistency through contact coaching and providing general support for the CS staff. • Collaborate with internal groups such as QC, Returns departments, Brand Teams, Merchandising, and FC to resolve customer-facing issues. • Sustain SLA adherence by managing high-volume workloads and assisting with peak demand periods. Skills • Work a flexible schedule including weekends, nights, and holidays • Experience leading process improvements • 2+ years of customer service experience • Experience in mentoring, leading and coaching • Experience working in a collaborative team environment to deliver high-quality design solutions • Mastery of essential customer service functions. Education Requirements • High school or equivalent diploma Benefits • Equity • Sign-on payments • Full range of medical, financial, and/or other benefits Company Overview • Amazon is a tech firm with a focus on e-commerce, cloud computing, digital streaming, and artificial intelligence. It was founded in 1994, and is headquartered in Seattle, Washington, USA, with a workforce of 10001+ employees. Its website is https://amazon.com. Company H1B Sponsorship • Amazon has a track record of offering H1B sponsorships, with 18969 in 2025, 21175 in 2024, 19057 in 2023, 24088 in 2022, 12233 in 2021, 14881 in 2020. Please note that this does not guarantee sponsorship for this specific role.