Associate Community Manager

hace 3 días

Barcelona, Barcelona, España Amazon Spain Services, S.L.U. - B76 A tiempo completo
About the Role

We are seeking a highly skilled and entrepreneurial Associate Community Manager to play a critical role in shaping our community engagement efforts with Selling Partners in Amazon's Seller Forums and beyond. This person will be the face and voice of Amazon to Selling Partners through moderating our Seller Forums.

Key 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.
  • Stay current on new offerings and subject matter expertise within Seller topics.
  • 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.
Requirements
  • Experience working in online community management, 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.
About Amazon Spain Services, S.L.U. - B76

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon.

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