Selling Partner Support (SPS) is responsible for creating a trustworthy shopping experience across Amazon stores worldwide by protecting customers, brands, selling partners and Amazon from fraud, counterfeit, and abuse as well as empowering, providing world‐class support, and building loyalty with Amazon’s millions of Selling Partners. We value individual expression, respect different opinions, and work together to create a culture where each of us is able to contribute fully. Our unique backgrounds and perspectives strengthen our ability to achieve Amazon's mission of being Earth's most customer-centric company.

Within SPS, Selling Partner Support (SP-S) strives to make Amazon the best way for Partners to reach customers locally and globally and to operate their businesses, driven by the accurate and efficient support and solutions we provide them. SP-S focuses on both preventing Selling Partner (Seller, Vendor and Brand Registry) contacts based on knowledge obtained during our support interactions, and handling those contacts with quality and efficiency. The Connect with a Specialist (CWS) team tackles issues which cannot be resolved with the tools available to Selling Partner Support Associates. Our group excels in finding creative, resourceful ways to reduce seller pain points and building seller trust. We partner with teams across the Seller Services organization to ensure that our sellers receive the world-class experience that they deserve.

The CWS Team is looking for a customer obsessed and results-oriented specialist who excels at stakeholder management, partner experience, and possesses exceptional problem-solving skills or high judgment. This role is expected to provide support, guidance, and resolution for escalations and difficult contacts that need a higher level of expertise to resolve Selling Partner issues. This includes owning high-visibility escalations that present potential PR/Legal risks for Amazon that cannot be resolved through documented solutions. You will be expected to foster an active and helpful community and information exchange among Selling Partners via all Selling Partner communication channels. You will also help remove roadblocks to resolution and design an appropriate solution for the Selling Partner that addresses the business constraints.


Key job responsibilities
- Research and resolve Selling Partner escalations by working directly with the Selling Partners directly over phone and chat channels
- Utilizing Selling Partner anecdotes to identify patterns and inform upstream problem-solving, thereby contributing to the development of new resolution paths and support models.
- Assist in creating and communicating summaries to executives and senior leaders as needed for escalations.
- Provide resolutions to Selling Partners to outline existing business problems and provide business guidance that helps deliver more optimal outcomes that support achieving shared account goals.
- Identify and communicate any potential risks and obstacles with current Marketplace processes, initiatives, and system issues affecting Selling Partners, providing recommendations for corrective action to business stakeholders.


About the team
We act as the voice of our Selling Partners, surfacing support issues which drive negative Selling Partner experience; partner with relevant stakeholders to eliminate Selling Partner pain points. We work with escalation teams and stakeholders across Amazon to conduct root cause analysis, correct defects identified, and drive preventative actions to improve the long-term Selling Partner experience. We specialize in being an advocate for our Selling Partners when all other support channels have failed; going above and beyond to drive positive resolution for their concern.

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

Virtual Location - AZ | Virtual Location - MN | Virtual Location - ND | Virtual Location - WA- LANGUAGE REQUIREMENTS: English
- 12+ months experience within a customer service or contact center environment.
- Demonstrated desire to expand skills into new areas.
- Proficiency in computer and internet usage is a prerequisite. Desired skills encompass proficiency in MS Office applications, particularly Excel, and experience with web browsers like Internet Explorer and Mozilla Firefox
- Experience analyzing data and best practices to assess performance drivers
- Proven ability to conduct in-depth analysis of issues at the selling partner level and provide actionable recommendations
- Exceptional written and verbal communication abilities, enabling seamless interaction with stakeholders at all levels, as well as Selling Partners. Proficient in translating technical terminology into easily understandable language.
- 2+ years of relevant Selling Partner Support experience or Selling Partner facing account management experience
- Able to work independently, be self-motivated, and flexible in approaching responsibilities and change
- Ability to multi-task and make tough decisions in a fast-paced environment

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.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $31,200/year in our lowest geographic market up to $71,400/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. Applicants should apply via our internal or external career site.