Global Community Engagement Specialist

hace 2 semanas


Barcelona, Barcelona, España Engineeringuk A tiempo completo

**About Us**
The Selling Partner Experience (SPX) organization at Amazon works to deliver a delightful end-to-end experience that enables selling partners to grow and thrive in our WW stores. Our teams are builders, with direct responsibility for Seller Central, Seller Customer Service, Support, and Help experiences, as well as Listings experience. We are owners who partner with other builder teams to deliver a cohesive, transparent, actionable, best-in-industry experience that selling partners love.

Our team is responsible for building lasting connections with selling partners and driving their success. We achieve this by providing effective channels for multi-directional engagement with Amazon, fostering an active and helpful community, understanding selling partners' perceptions of their experience on Amazon, and 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.

We are looking for an entrepreneurial Associate Community Manager who wants 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. You will monitor our community of users, demonstrating bias for action, ownership, passion for the seller, and analyzing risk by using good judgment – all critical requirements for this role.

The ideal candidate has a strong sense of ownership and thrives in an ambiguous environment where they can have a direct impact on selling partners' experience with Amazon. Key responsibilities include monitoring forum answers and responding on behalf of Amazon within SLA to posts or comments that didn't receive an accurate answer, recognizing risk and the public nature of social support contacts, working diligently to restore a positive experience with each individual seller, actively tracking customer pain points to identify possible solutions, and creatively and proactively assisting sellers through multiple contact channels within given guidelines.

As a Global Community Engagement Specialist, you will audit the quality and accuracy of forum replies from community users and super users, taking action to provide correct guidance as needed. You will also identify and analyze issues, patterns, and trends in seller requests, assisting leadership with surfacing these findings to the appropriate business teams. In addition, you will escalate systemic issues and follow up according to Forum Moderation Guidelines.

**Responsibilities Include:**

  • Monitoring forum answers and responding on behalf of Amazon within SLA to posts or comments that didn't receive an accurate answer
  • Recognizing risk and the public nature of social support contacts
  • Working diligently to restore a positive experience with each individual seller
  • Actively tracking customer pain points to identify possible solutions
  • Creatively and proactively assisting sellers through multiple contact channels within given guidelines

In exchange for your hard work and dedication, we offer a competitive salary range of $80,000 - $120,000 per year, depending on experience, as well as a comprehensive benefits package including medical, dental, and vision insurance, 401(k) matching, paid time off, and opportunities for career growth and professional development.

**What You'll Need:**

  • A strong sense of ownership and a passion for delivering exceptional customer experiences
  • Excellent communication and problem-solving skills
  • Ability to work independently and as part of a team
  • Strong analytical and technical skills
  • Experience with customer-facing roles and community management

If you're a motivated and results-driven individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity to join our team as a Global Community Engagement Specialist.



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