Community Engagement Specialist

hace 3 días


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

About the Role

We are seeking a highly skilled Community Engagement Specialist to join our team at Amazon Support Services Costa Rica Srl. As a key member of our Selling Partner Trust team, you will play a critical role in building lasting connections with our Selling Partners and driving their success.

Key Responsibilities

  • Monitor forum answers and respond on behalf of Amazon 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.
  • Identify sensitive issues and collaborate with the appropriate stakeholders to create a response.
  • Regularly report on insights gained from community moderation.

Requirements

  • 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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