Community Engagement Specialist
hace 1 semana
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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