Strategic E-commerce Support & AI Optimizer

Amazon; Swansea; On-site; GBP 22,000 - 28,000; Full time

Job summary

Amazon’s Veeqo Swansea team is seeking a Customer Support agent to partner with e-commerce businesses, diagnosing complex operational challenges and guiding them to success on the Veeqo platform integrated with Amazon. You will engage with business owners and teams, solving issues across phone, email, and live chat, while contributing to process improvements and on-site visits.

You’ll collaborate with 2nd Line Engineers, Technical Writers, Seller Success, and Sales, shaping how we support

Qualifications

• Experience in English-language communication, both written and verbal.
• Experience in customer service.
• Experience working with customers with a passion for delivering exceptional service, or experience troubleshooting and debugging technical systems and experience that includes strong analytical skills, attention to detail, and effective communication abilities.
• Experience working with the MS Office suite (Word, Excel, Outlook) in a professional environment.

Responsibilities

• You’ll act as a strategic support partner to Veeqo's business customers, resolving complex issues across phone, email, and live chat with expertise and full ownership.
• You’ll diagnose and solve multi-layered operational and technical challenges, collaborating with engineering and product teams where needed, while identifying patterns and trends in seller issues to proactively propose solutions, process improvements, and documentation enhancements.
• You’ll contribute to cross-functional projects, from training development, knowledge base creation and participate in on-site seller visits, supporting business launches and resolving high-impact issues in partnership with the wider Veeqo team.
• You’ll champion innovation by bringing forward ideas on how AI and automation can improve the seller experience, reduce ticket volume, and free the team to focus on higher-value work.
• In every interaction, you’ll embody Amazon's Customer Obsession Leadership Principle, building genuine, long‑term relationships with the businesses you support, and contribute to a collaborative team culture through daily huddles, peer knowledge‑sharing, and continuous learning.

Skills

English communication

Customer service

Troubleshooting

MS Office

Tools

MS Office Suite

Job description

Amazon’s Veeqo Swansea team is seeking a Customer Support agent to partner with e-commerce businesses, diagnosing complex operational challenges and guiding them to success on the Veeqo platform integrated with Amazon. You will engage with business owners and teams, solving issues across phone, email, and live chat, while contributing to process improvements and on-site visits.

You’ll collaborate with 2nd Line Engineers, Technical Writers, Seller Success, and Sales, shaping how we support