Shipper Success Specialist – Enterprise Shipping Support

About the role

The Shipper Success Specialist supports Amazon Shipping’s enterprise shippers in San Jose, Costa Rica. You will handle day‑to‑day inquiries, complex escalations, and work closely with cross‑functional teams to improve the shipping experience for our business partners.

Key responsibilities

• Provide high‑touch support to enterprise shippers, resolving routine questions and urgent escalations with speed and accuracy.
• Advocate for shippers by escalating critical issues, following through until resolution, and ensuring a seamless experience.
• Maintain up‑to‑date knowledge of Amazon Shipping services, policies, and procedures.
• Analyze shipper issues, identify root causes, and collaborate with internal 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 promote consistency and education across the team.
• Track and report on key performance metrics, continuously seeking ways to raise service quality.

Required profile

• Bachelor’s degree or equivalent.
• Experience managing multiple projects, prioritizing tasks, and planning time effectively.
• Strong analytical mindset with the ability to interpret data and drive improvements.
• Excellent communication skills and a customer‑obsessed attitude.

Required skills

• Oracle Business Intelligence
• Salesforce
• Microsoft Office Suite
• Microsoft OneNote