The role's key responsibilities will include:
Gaining a deep understanding of our global Selling community and their needs by building authentic and meaningful relationships with and between Amazon Sellers across Forums and Social Media channels.
Responding to and resolving Seller cases in Amazon Seller Forums across assigned categories, ensuring timely, high-quality responses that meet defined SLAs.
Moderating Social Media channels to triage escalations, and identifying valuable Seller conversations.
Moderating Seller Forums threads to ensure community guidelines adherence, identifying and escalating policy violations, and managing thread health.
Partnering with product, customer support, and marketing teams to grow Amazon Seller Community membership and engagement.
Leading efforts to build and contribute to healthy, 2-way conversation between Amazon and Sellers via Amazon Forums and Social channels to enlist new and existing sellers into the community.
Identifying emerging trends in Seller Forums and Social Media, and sharing with internal Amazon teams to ensure we are addressing Seller needs.
Escalating complex seller issues to partner teams via established processes with clear documentation and follow-through.
Promoting a sense of community and inclusion across Selling Partners and team members.
Supporting program/project management for new launches, announcements, and process changes related to the Forums and Social Media customer experience.
Developing training and communications as needed using strategies defined by the team.
Leveraging metrics, reporting, and Voice of Customer insights to measure the effectiveness of the program and drive improvements to the customer and associate experience.
Key job responsibilities
This role will interact with Sellers on both Amazon Seller Forums and Social Media. The Community Manager is responsible for timely resolution of seller cases across both channels, maintaining quality standards, and contributing to backlog reduction goals.
A day in the life
Spending the majority of day resolving Seller Forums cases across assigned Seller Journey categories (Account Setup, CML/PSC, Seller Onboarding, etc.)
Spending seller cases handling on Social Media
Spending time on initiatives tied to driving P0 metrics to meet organizational goals
Basic qualifications
- Bachelor's degree- Experience within e-commerce or Retail fields
- Speak, write, and read fluently in English
- 2+ years of customer support, or 2+ years of stakeholder or account management experience
- Experience with industry standard social listening and campaign management tools
- Work flexible shifts including night shifts/weekends
Preferred qualifications
- Experience completing complex tasks quickly with little to no guidance and react with appropriate urgency to situations that require a quick turnaround, or experience in a fast-paced, high-tech company- Experience that includes strong analytical skills, attention to detail, and effective communication abilities, or experience in managing and troublshooting network
- Experience managing time efficiently, meeting personal goals, and working effectively with internal, partner, and customer teams
- Experience working in large teams or at a national/multinational organization, or experience working in a fast-paced and ambiguous environment
- Familiarity with AI-assisted response tools and willingness to adopt new technologies for case resolution efficiency.
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