Shipper Success Specialist – Enterprise Shipping Support

About the role

As a Shipper Success Specialist in San Jose, Costa Rica, you will support Amazon’s enterprise shippers by handling complex inquiries, escalations, and providing solutions that improve their shipping operations. You will act as the voice of shippers, identify pain points, and work with cross‑functional teams to drive continuous improvement.

Key responsibilities

• Provide high‑touch support to enterprise shippers, resolving day‑to‑day inquiries and complex escalations with urgency.
• Advocate for shippers by escalating critical issues and following through to resolution.
• Maintain comprehensive knowledge of Amazon Shipping services, policies, and procedures.
• Analyze shipper issues, identify root causes, and collaborate with cross‑functional teams to implement effective solutions.
• Document shipper pain points and deliver insights to leadership for product and process improvements.
• Create and maintain internal knowledge resources to ensure team consistency and education.
• Track and report on key performance metrics while seeking ways to improve service quality.

Required profile

• Bachelor’s degree or equivalent.
• Experience managing multiple projects, prioritizing, planning, and managing time.
• Experience with analytical, sales, and productivity tools.

Required skills

• Oracle Business Intelligence.
• Salesforce.
• Microsoft Office Suites.
• Microsoft OneNote.