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. As a Team Lead, you will be responsible for all people management, operational, and business objectives of your CSM team. You will drive the creation and execution of strategies to achieve program goals, ensure SLA adherence, and collaborate across teams to continuously improve the quality of support delivered to Sellers.
The ideal candidate thrives in a fast-paced, SLA-driven environment and has a passion for people management. They understand how to lead high-performing teams within a shared support model, coach CSMs to deliver excellent reactive support via email-based interactions, and collaborate effectively with RBS Operations and Issue Assistance teams to resolve complex Seller issues, while developing scalable mechanisms to ensure top quality Seller satisfaction and SLAs. This person has relentlessly high standards and operates as a business owner who understands the key levers to achieve results through their team.

Regular shift timings: 4 PM to 1 AM IST, Monday to Friday, based in our Bengaluru (India) office.

About Amazon
Amazon strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online. By giving customers more of what they want - low prices, vast selection, and convenience – Amazon continues to grow and evolve as a world-class e-commerce platform. Amazon's evolution from website to e-commerce partner to development platform is driven by the spirit of innovation that is part of the company's DNA.


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 on 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. Y