Team Lead, Customer Success, Rbs Strategic Account Services Us

Team Lead, Customer Success, RBS Strategic Account Services US The Strategic Account Services (SAS) team within the Retail Business Services (RBS) organization is seeking a Team Lead for Customer Success to lead a team of Customer Success Managers (CSMs) supporting the SAS Select Shared Solutions Team. In this role, you will oversee a team responsible for providing reactive, pooled account management support to a large portfolio of small and medium‑sized US‑based Third‑Party (3P) marketplace Sellers on the Amazon US Store. The SAS Select Shared Solutions Team delivers scalable, high‑quality support to emerging Seller Partners through a pooled account management model. The Team Lead will manage people, operations, and business objectives of the CSM team, drive strategy, ensure SLA adherence, and collaborate across teams to improve support quality and Seller satisfaction. Regular shift timings: 4PM to 1AM IST, Monday to Friday, based in the Bengaluru, India office. Key Job Responsibilities

Coach, mentor, and develop a team of CSMs operating within the SAS Select pooled account management model, fostering a high‑performance culture focused on operational excellence and Seller satisfaction. Drive Seller Satisfaction and SLA adherence goals across the team, ensuring timely and accurate responses to incoming Seller inquiries through the shared support queue, and proactively addressing bottlenecks in the response and resolution process. Contribute to goal setting for your team to align with organizational objectives; identify the correct input metrics that drive Seller growth and improve the end customer experience within the pooled model. Manage escalations by coordinating with RBS Operations and Issue Assistance teams to ensure complex Seller issues are resolved efficiently and within defined service levels. Build and cultivate strong relationships with internal stakeholders, including RBS Operations, Issue Assistance, and program leadership; act as a trusted advocate for your team and the Sellers they support. Contribute to or lead process improvement projects across the team and broader organization that drive efficiencies in the shared support model, improve SLA performance, and enhance the Seller experience. Identify, optimize, and scale improvements that benefit a large set of Sellers, including driving efficiencies through tools, refining standard operating procedures (SOPs), and simplifying email‑based workflows. Monitor team performance metrics, including response time, resolution rate, Seller satisfaction scores, and program adoption rates, and take corrective action where needed. Manage recruiting and hiring efforts across the team, and support onboarding and enablement of new CSMs joining the pooled support team. Facilitate regular team reviews, share insights on Seller trends, and lead weekly or monthly operational reviews to ensure continuous improvement of the shared support model.

A day in the life We fill the gap for Sellers by providing consultative services as Amazon experts through a pooled account management model. As a Team Lead, you play a pivotal role in ensuring your team of CSMs delivers consistent, high‑quality reactive support to a large portfolio of Sellers across the SAS Select program. Internally, you collaborate with a cross‑functional team spanning India and the USA to evolve and scale the SAS Select program. A typical day involves reviewing team queue health and SLA dashboards to ensure incoming Seller inquiries are being addressed within defined response windows. You start your shift by conducting a team stand‑up to share priorities, flag escalations, and align on any operational updates from RBS Operations or Issue Assistance teams. You spend time reviewing escalated cases, coaching CSMs on complex email interactions, and providing guidance on Seller issues related to catalog optimization, account health, selection and conversion, and program adoption. Throughout your shift, you actively monitor team performance metrics, coordinate with RBS Operations on catalog‑related requests, and liaise with the Issue Assistance team to drive resolution of complex Seller issues. You partner with your team to identify patterns in incoming inquiries and proactively develop scalable solutions, process improvements, and SOP updates that reduce repeat issues and improve Seller outcomes. You also dedicate time to coaching sessions, one‑on‑ones, and team development activities that support the growth of your CSMs within the shared support model. Basic Qualifications

Bachelor’s degree. 3+ years of team management, mentoring, or coaching experience in a customer‑facing or operations environment. 3+ years of professional experience in Customer Success, Account Management, Operations, or a related field. Experience analyzing data and performance metrics to guide team decisions and drive continuous improvement. Strong written communication skills with experience overseeing or coaching email‑based customer or Seller interactions. Experience coordinating across cross‑functional teams to resolve complex issues.

Preferred Qualifications

Experience in e‑commerce, marketplace platforms, or SaaS environments, ideally within a high‑volume pooled or shared support model. Demonstrated experience managing teams within a shared or pooled support model, including SLA‑driven environments. Experience working with Operations and escalation teams to drive issue resolution and improve support workflows. Adept at stakeholder communication, data analysis, and translating operational insights into actionable improvements. Experience using analytical, account management, and productivity tools such as Salesforce, Excel, or internal dashboards.

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