Associate Community Manager

hace 2 semanas

San José, Costa Rica Amazon Support Services Costa Rica SRL A tiempo completo

Bachelor’s degree or 2+ years equivalent work experience
- Able to work independently, be self-motivated, and flexible in approaching responsibilities and change
- Excellent organizational and time management skills
- Demonstrated ability to dive deep to understand the customer, product, and business
- Strong written and verbal communication skills including the ability to comfortably engage with all levels of stakeholder, and any customer externally; ability to translate technical jargon into everyday language

JOB LOCATION - San Jose

The Selling Partner Empowerment, Communities and Trust (SPECT) works to create a trusted shopping experience and protect customers, brands, selling partners and Amazon from fraud, counterfeit, and abuse. Within this broader organization, the Selling Partner Trust team innovates to refine and launch services and products that help businesses engage with these efforts, ensuring that businesses are selling their products in Amazon's store in a way that meets Amazon's high standards.

The Selling Partner Communities (SPC) team builds lasting connections with Selling Partners and helps drive their success. We achieve this by: 1) Providing effective channels for multi-directional engagement with Amazon 2) Fostering an active and helpful community and information exchange among Selling Partners 3) Understanding Selling Partners’ perceptions of, and being internal advocates to improve, their experience selling on Amazon 4) Ensuring that public perception mirrors the reality that Amazon’s stores are a great place for Selling Partners to build and maintain a thriving business and 5) Accelerating and strengthening third-party advocacy and partnerships that benefit Selling Partners.

Key job responsibilities
- Monitor forum answers and respond on behalf of Amazon (within SLA) to posts or comments that didn’t receive an accurate answer.
- Recognize risk and public nature of the social support contacts.
- Work diligently to restore a positive experience with each individual Seller.
- Actively track customer pain points to identify possible solutions.
- Creatively and proactively assist sellers through multiple contact channels within given guidelines - sometimes simultaneously.
- Audit the quality and accuracy of forum replies from community users and super users; taking action to provide correct guidance as needed.
- Identify and analyze issues, patterns and trends in seller requests; assisting leadership with surfacing these findings to the appropriate business teams.
- Escalate Systemic Issues and follow up according to the Forum Moderation Guidelines (i.e. Andon Cord, Trouble Ticket, Contact Us, ACES Issues Pipeline, etc.).
- Identify sensitive issues and collaborate with the appropriate stakeholders (i.e. Community Managers, Executive Relations, PR, Legal, and Marketplace Teams, etc.) to create a response.
- Regularly report on insights gained from community moderation.

San Jose, CRI
- Experience working in online communities, PR, forums, social media, with small businesses, or with Amazon Selling Partners.
- Experienced in handling complicated escalations with executive visibility.
- Experience with pipeline management skills to include utilization of Salesforce or other CRM tools
- Verbal and written fluency in additional languages

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