Amazon Seller Central Customer Support 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 reliable and detail-oriented Amazon Seller Customer Support Representative to manage customer communications and protect account health across Amazon Seller Central and other e-commerce platforms. This role plays a critical part in maintaining strong seller performance metrics, ensuring fast response times, and delivering professional customer experiences.

The ideal candidate has direct experience supporting Amazon seller accounts, understands Amazon policies and escalation workflows, and is comfortable working independently. This position requires consistent daily coverage, including light but mandatory weekend and holiday check-ins to ensure timely responses and account protection.

Responsibilities:

  • Customer Communication & Case Management

    • Respond to customer messages primarily through Amazon Seller Central, as well as other platforms as needed

    • Maintain strict response time SLAs to protect seller metrics and account health

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

    • Provide basic troubleshooting and escalate complex or high-risk cases appropriately

    • Maintain professional, empathetic, and brand-aligned communication at all times

  • Amazon Account Health & Escalation Management

    • Monitor and manage buyer feedback, reviews, and customer complaints

    • Proactively resolve customer issues to prevent negative feedback and account impact

    • Escalate high-risk cases including A-to-Z claims, chargebacks, safety complaints, and account health threats

    • Support NCX (Negative Customer Experience) reduction efforts and protect key performance metrics

    • Assist with Amazon internal escalation processes following proper escalation logic

  • Operational Support & Compliance

    • Follow established SOPs for messaging, tone, escalation, and documentation

    • Maintain accurate internal notes and case documentation for tracking and accountability

    • Flag recurring issues related to listings, fulfillment, products, or operations

    • Support FBA reimbursement processes and identify eligible reimbursement opportunities

    • Assist with safety investigations and compliance-related case handling as needed

  • Coverage & Availability

    • Provide daily customer support coverage during assigned working hours

    • Perform mandatory weekend and holiday check-ins (minimum one hour per day) to monitor inbox and respond to urgent messages

    • Ensure consistent availability to maintain uninterrupted customer communication and account protection

Requirements:

  • Minimum 2 years of customer support experience in e-commerce environments

  • Direct hands-on experience using Amazon Seller Central

  • Strong understanding of Amazon account health metrics, including NCX and ODR

  • Experience managing Amazon returns, feedback, A-to-Z claims, and customer escalations

  • Familiarity with FBA reimbursement processes and Amazon internal escalation workflows

  • Strong written English communication skills with professional and empathetic tone

  • High attention to detail and ability to follow SOPs precisely

  • Ability to work independently and manage priorities with minimal supervision

  • Reliable internet connection, computer, and consistent availability

  • Experience supporting additional marketplaces such as Shopify, Walmart, or similar platforms is a plus

  • Experience working with high-volume catalogs or operational support teams is a plus

  • Familiarity with Amazon safety investigations and compliance processes 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