Description
The Account Health Support team at Amazon acts as the primary interface between Amazon and its third-party business partners (Sellers), providing dedicated support to help them serve customers better.
You will support Selling Partners to resolve account health issues via phone and email, managing high volumes of inbound and outbound contacts with effective education, de-escalation, and communication in every interaction.
Your responsibilities will include:
- Conducting thorough investigations to identify root causes of account health issues, including policy violations, enforcement actions, and appeals, and providing clear, accurate solutions
- Serving as a dedicated contact for Sellers throughout their compliance journey, executing structured outreach plans, including proactive contacts, follow-ups, and pre-enforcement outreach
- Documenting all interactions according to standard operating procedures, managing cases through centralized mechanisms to ensure visibility, consistency, audit readiness, and high data integrity
- Collaborating with internal stakeholders, identifying process improvements, flagging policy gaps, and consistently achieving productivity and quality performance goals in a metric-driven environment
As an Account Health Support Specialist, you will serve as a dedicated point of contact for Amazon's Selling Partners, guiding them through their compliance journey, resolving account health issues, conducting investigations into policy violations, and executing proactive outreach to help Sellers maintain and regain compliant status across Amazon policies and EU regulations.
The role requires:
- A bachelor's degree in any field of study
- Experience in oral and written communication in English
- Fluency in English and French (B2 or above)
- Experience using computer-based tools and systems to process or track work
Preferred qualifications include:
- Experience working in a contact center environment
- Experience working in a fast-paced, rapidly changing operations environment
- Excellent verbal and written communication skills
- Demonstrated empathy and active listening skills
- Ability to deliver performance in a metric-driven environment with high productivity and quality standards