Customer Service Specialist – E‑commerce (Remote)

About the role

The Customer Service Specialist II works under general supervision and follows company and department policies and procedures to independently manage buyer messages, product reviews, negative feedback remediation, and return and refund coordination across an assigned book of client accounts, ensuring a positive and compliant buyer experience on the Amazon platform.

Key responsibilities

• Independently manage buyer‑seller messaging across an assigned book of client accounts.
• Own end‑to‑end negative feedback and product review remediation workflows, including submission, follow‑up, and escalation to Amazon when required.
• Coordinate return and refund decisions directly with brand management.
• Synthesize trends (defect patterns, listing accuracy gaps, image/copy mismatches) and hand them off regularly to Listing and Case Specialist teams.
• Identify buyer complaints rooted in FBA issues and route them to the FBA Resolution team with proper documentation.
• Utilize structured escalation paths with Amazon for complex buyer‑seller disputes.
• Act as SME or Trainual content owner for at least one Customer Service function and provide guidance to peers.
• Leverage external resources to stay current on Amazon buyer‑side policy changes.

Required profile

• 2‑3 years of customer support or resolution experience, preferably within an eCommerce setting.
• Strong understanding of business procedures and specialized functions.
• Excellent written and verbal communication skills with the ability to de‑escalate buyer situations.
• Detail‑oriented and proactive in resolving buyer concerns.
• Ability to analyze data related to buyer complaints and review trends.

Required skills

• Amazon Seller Central buyer‑seller messaging.
• Feedback Manager.
• Voice of the Customer dashboards.
• A‑to‑Z claim handling.
• Chargeback documentation.

What we offer

• Remote work: work from anywhere with a focus on work‑life balance.
• Growth opportunities: shape your role and advance within the company.
• Innovative culture: data‑driven problem solving in a rapidly evolving market.