Customer Service Specialist – Voice of the Customer

About the role

The Customer Service Specialist II works remotely to manage buyer communications, product reviews, and refund processes for a portfolio of client accounts on the Amazon platform. You will act as a subject‑matter expert for a specific customer service function and support peers.

Key responsibilities

• Independently manage buyer‑seller messaging across assigned accounts.
• Own end‑to‑end negative feedback and product review remediation, including escalation to Amazon.
• Coordinate return and refund decisions with brand management.
• Analyze trends such as defect patterns and listing gaps, and share findings with Listing and Case Specialist teams.
• Route FBA‑related buyer complaints to the FBA Resolution team with proper documentation.
• Provide guidance to Customer Service Specialist I peers and maintain Trainual content for a designated function.

Required profile

• 2–3 years of customer support or resolution experience, preferably in eCommerce.
• Strong written and verbal communication skills with ability to de‑escalate buyer situations.
• Detail‑oriented, proactive, and capable of analyzing buyer complaint data.

Required skills

• Hands‑on experience with Amazon Seller Central buyer‑seller messaging.
• Familiarity with Feedback Manager and Voice of the Customer dashboards.
• Experience handling A‑to‑Z claim responses and chargeback documentation.

What we offer

• Remote work from anywhere with a focus on work‑life balance.
• Growth opportunities to shape your role within a data‑driven, innovative culture.