Amazon CS Account Health Specialist

Permanent Employee, Full-time, Remote, EST Shift (including weekends and holidays)
Monthly Net Salary: Up to $1,000

Job Summary:

We are seeking a proactive and analytical Amazon Seller Account Health & Customer Support Specialist to help protect and maintain the long-term health of our Amazon seller account. This role goes beyond traditional customer service and focuses on risk prevention, account protection, and structured decision-making.

The ideal candidate has direct Amazon Seller Central experience on the seller side and understands how support decisions impact key performance metrics such as Order Defect Rate (ODR), A-to-Z claims, and negative feedback. This individual investigates issues thoroughly, escalates strategically, and balances customer experience with business protection.

This position requires consistent daily coverage, including light but mandatory weekend and holiday check-ins.

Responsibilities:

  • Customer Communication & Case Management

    • Respond to customer messages via Amazon Seller Central and other platforms in a professional, brand-aligned tone

    • Handle inquiries related to orders, shipping, delivery issues, returns, refunds, replacements, and product questions

    • Investigate cases using order data, tracking, customer history, and Amazon policies before issuing refunds or replacements

    • Apply structured decision-making to resolve cases while protecting account health

    • Customize responses appropriately rather than relying solely on templates

  • Amazon Account Health & Escalation Management

    • Monitor and protect key account health metrics, including ODR, A-to-Z claim rate, and negative feedback rate

    • Proactively resolve issues to prevent negative feedback, claims, and account health impact

    • Manage and respond to buyer feedback, complaints, A-to-Z claims, and chargebacks

    • Escalate high-risk cases strategically, including safety complaints and performance threats

    • Support internal escalation processes and ensure proper documentation

  • Proactive Risk Prevention & Root Cause Analysis

    • Identify patterns and recurring issues across customer contacts, products, or fulfillment

    • Investigate root causes before issuing concessions to prevent repeat issues

    • Flag operational, listing, or fulfillment risks that may impact account health

    • Document decisions and escalation rationale clearly

    • Recommend corrective actions to reduce future account risk

  • Operational Support & Compliance

    • Follow SOPs for messaging, escalation, and documentation

    • Maintain accurate case notes and internal records

    • Support FBA reimbursement processes and identify eligible claims

    • Assist with safety investigations and compliance-related cases

  • Phone Support (Business Hours)

    • Answer inbound customer phone calls during assigned business hours

    • Resolve issues or route appropriately based on SOPs

    • Maintain a professional, calm, and brand-aligned phone presence

    • Log call outcomes and key details accurately

  • Coverage & Availability

    • Provide daily support coverage during assigned hours

    • Perform mandatory weekend and holiday check-ins (minimum one hour per day)

    • Ensure consistent monitoring to protect account health and response time standards

Requirements:

  • Minimum 2 years of e-commerce customer support experience

  • Direct hands-on experience with Amazon Seller Central (seller side)

  • Strong understanding of Amazon account health metrics (ODR, A-to-Z claims, negative feedback, etc.)

  • Experience handling returns, refunds, feedback, claims, and escalations

  • Experience supporting account health, performance, or safety-related cases

  • Strong analytical and investigative thinking skills

  • Excellent written English communication skills

  • High attention to detail and ability to follow SOPs

  • Ability to work independently and manage priorities effectively

  • Reliable internet connection and consistent availability

  • Experience supporting FBA sellers and fulfillment-related issues is a plus

  • Familiarity with Amazon escalation workflows and performance notifications is a plus

  • Experience identifying trends or root causes affecting account health is a plus

  • Experience supporting Shopify, Walmart, or other e-commerce platforms is a plus

  • Strong organizational and documentation skills is a plus

Work Schedule & Availability:

This role requires 7-day-a-week, year-round coverage to ensure timely customer responses and account protection.

  • Weekdays:

    • Work during assigned daily working hours

  • Weekends & Holidays:

    • Minimum of 1 hour total per day

  • Purpose of Weekend/Holiday Coverage:

    • Monitor customer inbox and account messages

    • Send auto-replies or templated responses as needed

    • Flag urgent or high-risk issues for escalation

This requirement ensures uninterrupted customer support and protects overall account health. While weekend and holiday coverage is limited in duration, consistent availability, reliability, and responsiveness are essential for success in this role. Candidates must be able to commit to this structure.

Apply now