Selling Partner Services (SPS) plays a crucial role in ensuring a reliable shopping experience on Amazon's global platforms. Our responsibilities encompass safeguarding selling partners, customers, brands, and Amazon itself from fraud, counterfeit, and abuse. Simultaneously, we focus on empowering and providing world-class support to Amazon's vast network of Selling Partners, fostering loyalty across our diverse community. Within SPS, Selling Partner Support (SP-S) strives to make Amazon the best platform for partners worldwide. We handle Selling Partner contacts efficiently, leveraging our knowledge to enhance support interactions.

The Connect with a Specialist (CWS) team addresses complex issues, excelling in reducing seller pain points and building trust. We collaborate across Selling Partner Services to deliver a world-class experience for our sellers. The CWS Team is currently seeking individuals who are deeply committed to Seller satisfaction, results-driven, and adept at stakeholder management. The ideal candidate will possess exceptional problem-solving skills and a discerning judgment. In this role, you will be responsible for providing specialized support, guidance, and resolution for challenging contacts requiring a higher level of expertise to address Selling Partner issues effectively. This encompasses taking ownership of high-visibility escalations that pose potential PR/Legal risks for Amazon and cannot be resolved through documented solutions alone.

Beyond troubleshooting, the role involves fostering an active and collaborative community, promoting information exchange among peers and Selling Partners through various communication channels. Your responsibilities will extend to removing roadblocks to resolution, innovatively designing solutions that align with the Selling Partner's needs while considering business constraints. We are looking for a proactive and strategic thinker to contribute to the success of the CWS Team and enhance the overall Selling Partner experience.

In our collaborative work environment, we highly value individual expression, respect diverse opinions, and actively contribute to a culture where every team member can fully participate. Our collective strength lies in the unique backgrounds and perspectives we bring, enhancing our ability to fulfill Amazon's mission of becoming Earth's most customer centric company.


Key job responsibilities
Selling Partner Support:
• Investigate and address Selling Partner inquiries through direct, personalized communication via phone calls and chats, with some follow up email work.
• Collaborate with Selling Partners to understand their concerns and provide effective resolutions, ensuring a positive customer experience.

Pattern Recognition and Problem-Solving:
• Analyze Selling Partner anecdotes to identify recurring patterns and contribute insights for upstream problem-solving.
• Play a key role in the development of innovative resolution paths and support models to enhance overall service efficiency, both within CWS and in our core teams.

Business Guidance and Resolution:
• Provide clear resolutions to Selling Partners, addressing existing business problems and offering strategic, informed, and specialized guidance.
• Collaborate on solutions that contribute to more optimal outcomes, aligning with shared account goals and objectives.

Risk Identification and Recommendations:
• Identify and communicate potential risks and obstacles related to current Marketplace processes, initiatives, and system issues affecting Selling Partners.
• Collaborate with internal business stakeholders to provide well-informed recommendations for corrective actions and improvements.


About the team
As dedicated advocates for Amazon Selling Partners, we identify and address issues impacting their platform experience. By collaborating with stakeholders, we strategically eliminate pain points to enhance seller satisfaction. Our efforts extend beyond problem-solving, as we conduct root cause analyses, rectify defects, and implement preventive measures. Serving as the last line of support, we focus on improving the seller experience. We take pride in going above and beyond to ensure positive resolutions and contribute to the continuous improvement of sellers' long-term experience on Amazon.