Senior Support Specialist – Automotive Customer Support

About the role

Amazon Autos is transforming the car‑buying experience by offering a seamless, no‑haggle online marketplace. As a Senior Support Specialist, you will guide customers through every stage of their vehicle purchase, from initial research to post‑purchase follow‑up, ensuring a smooth and confident experience.

Key responsibilities

• Handle inbound chat and phone inquiries from customers and make outbound calls when needed to resolve issues quickly.
• Listen actively, paraphrase concerns, empathize, and prioritize needs to deliver appropriate solutions.
• Maintain high‑quality, professional service while meeting productivity and quality targets.
• Collaborate with operational and business teams, escalating complex cases through defined paths.
• Document case details, use Amazon Autos tools and internal dashboards, and follow departmental policies for troubleshooting.

Required profile

• Comfortable navigating ambiguous situations and identifying clear resolution paths.
• Strong empathy, executive presence, and the ability to discuss sensitive topics with good judgment.
• Ability to distinguish systemic issues from isolated incidents and act accordingly.

Required skills