Customer Resolution Specialist

Description

** JOB OVERVIEW*
* The Customer Advocate is responsible for delivering high-quality resolution outcomes on a per-interaction basis. This role directly impacts individual customer experience (CCX) by taking customer contacts and addressing queries ranging from issue resolution to customer education, while engaging cross-functional teams to remove blockers and ensure an excellent end-to-end experience. Consistently high-quality, empathetic service delivery is the primary means through which this role builds customer loyalty.

You'll be doing these things in Seattle sitting side by side with our software development engineers, scientists, product managers, program owners and Customer Service leaders, helping test and inform on our future CS strategy.

** KEY RESPONSIBILITIES*
* + Take customer contacts via phone/ chat/ email to understand & address customer queries across a range of scenarios - including issue resolution, customer education, and collaboration with cross-functional subject matter experts- to remove potential blockers and deliver excellent customer experience

+ Resolve customer issues of varying types using standard tools, resources, and Standard Operating Procedures; escalate to partner teams/ Manager when required

+ Work within defined resolution workflows to solve customer problems, particularly routine and moderate-complexity contacts with established resolution paths

+ Demonstrate active listening and adaptive empathy in every customer interaction

+ Leverage AI Co-Pilot tools to enhance resolution speed and quality

+ Maintain schedule adherence and meet productivity targets as set by the team

+ Impact individual customer experience (CCX) through consistent, high-quality service delivery

+ Drive customer loyalty by delivering resolutions empathetically

** What are your hours?*
* This is a full-time, 40-hour-per-week position. Your schedule will be between 7:00 a.m. and 6:00 p.m., with shifts staggered throughout that time frame. Throughout your shift, you are expected to receive calls and assist our customers with their questions and issues, and partner with our corporate employees to advise on systemic issues you observe and provide ideas for root-cause resolution. While your weekly schedule is expected to be standard, there will be periods where we may revise your schedule and/or implement periods of overtime based on customer demand.

You may also be required to work national holidays or weekends if necessary. You will learn more about your exact schedule closer to your start date.

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* Location:

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* This is an on-site position located in the Amazon Campus in South Lake Union.

** SUCCESS METRICS*
* + Quality of Service scores

+ Customer Satisfaction (CSAT) ratings

+ Customer Sentiment analysis

+ First Touch Resolution rate

+ Active listening effectiveness

+ Judgment accuracy in resolution decisions

+ Peer feedback from Customer Service and Technical teams

Basic Qualifications

** BASIC QUALIFICATIONS*
* + High School Diploma

+ Minimum 18 years of age

+ Min 3 years of work experience, with at least 2 years in a customer service or a customer-facing role

+ International English language proficiency (CEFR C1+)

+

Experience with data annotation and taking detailed notes

+ Computer usage proficiency

+ Friendly, empathetic and customer-focused in every situation

+ Strong communication skills with ability to adapt tone and approach based on customer needs

** PREFFERED QUALIFICATIONS*
* + Experience in high-stakes or emotionally sensitive customer situations, Demonstrated emotional intelligence and sound judgment in customer interactions

+ Experience in identifying patterns and partnering with technical and non-technical teams to develop lasting solutions

+ Proven ability to resolve customer issues independently using established tools and processes

+ Basic AI/ technical knowledge to leverage AI and deliver personalized solutions

+ Demonstrated history of achieving and sustaining high customer satisfaction (CSAT) metrics in previous roles

+ Experience in e-commerce or technology indus