Associate Community Manager

hace 7 meses

Barcelona, España Amazon Spain Services, S.L.U. A tiempo completo

BASIC QUALIFICATIONS
- Bachelor’s degree or higher 2+ years’ relevant experience
- Demonstrated ability to dive deep to understand the customer, product, and business
- Fluency in English and German
- Experience with handling escalations

JOB LOCATION - Barcelona

The Selling Partner Communities and Satisfaction (SPCS) organization builds lasting connections with, and helps drive the success of our Selling Partners. 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.

Barcelona, B, ESP

PREFERRED QUALIFICATIONS
- Community Manager experience
- Experience with Marketplaces is preferred
- Excellent written communication skills with proven ability to hand-craft messages that align with Public Relations and Legal guidelines
- Excellent organization and time management skills.
- Strong interpersonal communication skills and a team player.
- Displays a desire to contribute to process improvements in emerging contact channels
- Displays ownership and responsibility
- Amazon Forums / Third Party (3P) Seller experience
- Proficiency in additional languages

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