Sr Investigation Specialist

hace 4 semanas


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

A self-starter with high level of Customer Obsession, Ownership and Deep Dive (Must)
- Experience with the Amazon Writing mechanisms such as writing SOPs/Process Documentations, Narratives, COEs etc.
- Proven exceptional operational, managerial, analytical and interpersonal skills
- Proven experience communicating and influencing across job levels with both internal and external Stakeholders
- Demonstrated advanced working knowledge of MS Office (esp. MS Excel) suite of products skills
- Strong interpersonal, verbal (speaking, listening, interpretation) and written communication skills desired.

ML Ops was formed to build insights on enforcement accuracy and repeat customer contacts, to identify unique root causes, preventive actions and improvement opportunities across process, policies and Tool Improvements.
- Demonstrated ability to effectively manage time, prioritize multiple tasks and projects to ensure in-time delivery
- Implement best-in-class processes and practices for maintaining and exceeding productivity and quality service level agreements.
- Provide focused feedback loops for investigators and managers based on performance and quality data.
- Manage performance of team members.
- Keep abreast of trends and fraud issues impacting the retail industry. Ensure that Amazon is leading the curve in identifying and preventing new fraud attacks.
- Analyze the key levers of the business to identify trends and proactively take action to improve efficiency and reduce time to new BAA/ATO patterns.
- Work with software teams to articulate and prioritize feature needs for investigation tool sets.
- Help develop employees and their skill sets to expand the team capabilities and provide growth opportunities for future Amazon leaders.

Key job responsibilities
As a L4 Sr. Investigator in the ML Ops Team, you will have the opportunity to dive deep on customer appeals, analyze past enforcements such as Sanitize (ATO) and Suspensions and work on behalf of the customer to improve the accuracy and overall experience. Your role will be to handle single threads through completion along with Stakeholders to monitor accuracy, and work on customer contacts effectively to ensure escalations are prevented and customers are pulled out from bad Customer Experience. You will play a key role in establishing policies / SOPs in ambiguous scenarios to improve the customer experience.

San Jose, CRI
- Experience leading small scale projects with mínimal supervision
- SQL/Data Analysis
- Bachelor's degree or higher is strongly preferred; equivalent and relevant work experience considered.
- Exposure to quality tools like Six Sigma, Lean operations etc.



  • San Francisco, Heredia, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completo

    **About Amzn Support Srvcs Costa Rica**Amzn Support Srvcs Costa Rica is a leading technology company, and we're looking for talented professionals to join our team. We value proficiency in English as a requirement for our recruitment process.The Vendor Chargeback Dispute Management team (VCDM) in Costa Rica seeks back-office Investigation Execution...


  • San Francisco, Heredia, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completo

    Job OverviewAmzn Support Srvcs Costa Rica is a leading technology company seeking a highly analytical and detail-oriented German Defect Investigation Specialist. The successful candidate will play a crucial role in resolving vendor chargeback disputes through effective investigation and analysis.The selected professional will work closely with Amazon...

  • Investigation Specialist

    hace 3 semanas


    San José, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completo

    Proficiency in English and Spanish - Excellent written and spoken business skills and an ability to compose grammatically correct, concise and accurate written responses. - Excellent interpersonal skills, with the ability to communicate complex issues correctly and clearly to both internal and external customers. - Demonstrated ability to work independently...

  • Investigation Specialist

    hace 3 semanas


    San José, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completo

    Proficiency in English and Spanish- Excellent written and spoken business skills and an ability to compose grammatically correct, concise and accurate written responses. - Excellent interpersonal skills, with the ability to communicate complex issues correctly and clearly to both internal and external customers. - Demonstrated ability to work independently...


  • San José, Costa Rica Amazon Support Services Costa Rica SRL - B20 A tiempo completo

    2+ years of program or project management experience - 1+ years of supply chain experience - C1 English proficiency (advanced). Amazon’s mission is to be the most customer-centric company on Earth. To get there, we need to develop leaders who represent, and can innovate, on behalf of a diverse and demanding global customer base. The Global Procurement...

  • Investigation Specialist

    hace 4 semanas


    San José, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completo

    Proficiency in English and Spanish- Excellent written and spoken business skills and an ability to compose grammatically correct, concise and accurate written responses.- Excellent interpersonal skills, with the ability to communicate complex issues correctly and clearly to both internal and external customers.- Demonstrated ability to work independently and...


  • San José, Costa Rica Amazon Support Services Costa Rica Srl - B20 A tiempo completo

    2+ years of program or project management experience- 1+ years of supply chain experience- C1 English proficiency (advanced).Amazon's mission is to be the most customer-centric company on Earth.To get there, we need to develop leaders who represent, and can innovate, on behalf of a diverse and demanding global customer base.The Global Procurement...


  • San José, Costa Rica World Fuel Services A tiempo completo

    At World Fuel Services, our employees are the key to our global success. We are industry leaders due to the innumerable talents of our approximately 5000 strong professional team. Our people thrive in an entrepreneurial and culturally-diverse environment, where innovative thinking, collaboration and efficient execution are highly valued. Our high-performance...


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

    6+ months of customer service experience - Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays - Experience in payments or e-commerce Are you looking for something a little different? Are you intuitive by nature? Do you have a nose for finding the truth? Do you want to work on something that matters? Role Requirements -...


  • San José, Costa Rica World Fuel Services A tiempo completo

    At World Fuel Services, our employees are the key to our global success.We are industry leaders due to the innumerable talents of our approximately 5000 strong professional team.Our people thrive in an entrepreneurial and culturally-diverse environment, where innovative thinking, collaboration and efficient execution are highly valued.Our high-performance...


  • San José, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completo

    Amazon is a multi-national technology company and being proficient in English is a required qualification.CV's must be submitted in English as our recruitment team works in several jurisdictions.- High School diploma.- 2+ year(s) of working experience in corporate customer service, back-office or contact center corporate environments.- Experience with MS...


  • San José, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completo

    Amazon is a multi-national technology company and being proficient in English is a required qualification.CV's must be submitted in English as our recruitment team works in several jurisdictions.- High School diploma.- 2+ year(s) of working experience in corporate customer service, back-office or contact center corporate environments.- Experience with MS...


  • San José, Costa Rica Amazon Support Services Costa Rica Srl A tiempo completo

    6+ months of customer service experience- Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays- Experience in payments or e-commerceAre you looking for something a little different?Are you intuitive by nature?Do you have a nose for finding the truth?Do you want to work on something that matters?Role Requirements- Investigate...


  • San José, San José, Costa Rica Amazon Support Services Costa Rica Srl A tiempo completo

    About Us:">Amazon Support Services Costa Rica Srl is part of the IBSC (Inbound Supply Chain) specifically under NASCO (North America Supply Chain Operations). Our organization supports programs across different regions such as Europe and MX.">Responsibilities:">Key responsibilities include:">">Occasionally meeting with Amazon vendors, stakeholders, and...

  • Investigation Specialist

    hace 4 semanas


    San José, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completo

    Proficiency in Portuguese, English and Spanish - Excellent written and spoken business skills and an ability to compose grammatically correct, concise and accurate written responses. - Excellent interpersonal skills, with the ability to communicate complex issues correctly and clearly to both internal and external customers. - Demonstrated ability to work...

  • Investigation Specialist

    hace 3 semanas


    San José, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completo

    Proficiency in Portuguese, English and Spanish- Excellent written and spoken business skills and an ability to compose grammatically correct, concise and accurate written responses.- Excellent interpersonal skills, with the ability to communicate complex issues correctly and clearly to both internal and external customers.- Demonstrated ability to work...


  • San José, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completo

    2 to 4 years of experience managing managers in a contact center environment or 4+ years managing associates. - Proven operational, analytical and interpersonal skills. - Strong attention to detail and organizational skills. - Schedule flexibility Job summary **Job Description**: Payment Risk Operations works to make Amazon the safest and most trusted place...


  • San José, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completo

    2 to 4 years of experience managing managers in a contact center environment or 4+ years managing associates.- Proven operational, analytical and interpersonal skills.- Strong attention to detail and organizational skills.- Schedule flexibilityJob summary**Job Description**:Payment Risk Operations works to make Amazon the safest and most trusted place on...


  • San José, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completo

    Proficiency in Portuguese, English and Spanish - Excellent written and spoken business skills and an ability to compose grammatically correct, concise and accurate written responses. - Excellent interpersonal skills, with the ability to communicate complex issues correctly and clearly to both internal and external customers. - Demonstrated ability to work...


  • San José, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completo

    Proficiency in French, English and Spanish - Excellent written and spoken business skills and an ability to compose grammatically correct, concise and accurate written responses. - Excellent interpersonal skills, with the ability to communicate complex issues correctly and clearly to both internal and external customers. - Demonstrated ability to work...