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Community Engagement Specialist
hace 2 meses
About the Role
Amazon's Selling Partner Communities team is seeking a highly skilled and motivated 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, ensuring a positive and engaging experience for all users.
Key Responsibilities
- Monitor forum answers and respond on behalf of Amazon to posts or comments that didn't receive an accurate answer, ensuring timely and effective resolution.
- Recognize and mitigate risk associated with public social support contacts, maintaining a high level of professionalism and discretion.
- Work diligently to restore a positive experience with each individual Seller, fostering a sense of community and trust.
- Actively track customer pain points to identify possible solutions, driving business growth and improvement.
- Creatively and proactively assist sellers through multiple contact channels, providing exceptional customer service and support.
- Stay current on new offerings and subject matter expertise within Seller topics, ensuring accurate and informed responses.
- 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, ensuring seamless issue resolution.
- Collaborate with stakeholders to create responses to sensitive issues, maintaining a high level of professionalism and discretion.
- Regularly report on insights gained from community moderation, driving business growth and improvement.
Requirements
- Must be able to work and communicate in both Japanese and English (Proficient Level).
- Knowledge of Microsoft Office products and applications.
- Bachelor's degree or two years equivalent work experience.
- Able to work independently, be self-motivated, and flexible in approaching responsibilities and change.
- Excellent organizational and time management skills.
- Demonstrated ability to dive deep to understand the customer, product, and business.
- Strong written and verbal communication skills, including the ability to comfortably engage with all levels of stakeholders and customers.
Preferred Qualifications
- 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.
