24/7 Escalations & Crisis Response Specialist

Amazon; Goodyear (AZ); On-site; USD 47,000 - 64,000; Full time

Benefits offered by this job

Medical, Dental, and Vision Coverage

PTO

401(k)

Job summary

Amazon.com Services LLC is seeking an Escalations Specialist to support last-mile incidents affecting operations, life safety, and brand. You will handle on-road driver and customer issues, communicate across teams, and triage crises with ownership and concise writing.

The role requires shift work including nights and weekends, located at the Global Security Operations Center (GSOC). Benefits include health coverage, PTO, and a 401(k). This position is on-site in Goodyear, AZ.

Qualifications

• High school diploma or equivalent.
• Conversational German.
• 3+ months in customer service or operations center.
• Experience in IT/operations/call center environments.

Responsibilities

• Research and troubleshoot driver/customer incidents using internal tools.
• Facilitate information flow between internal and external stakeholders.
• Resolve issues quickly to protect delivery experience.
• Manage emails and phone communications for crisis operations tasks.

Skills

German fluency

Customer service

Crisis management

Education

High school diploma

Tools

MS Office

SharePoint

Job description

Amazon.com Services LLC is seeking an Escalations Specialist to support last-mile incidents affecting operations, life safety, and brand. You will handle on-road driver and customer issues, communicate across teams, and triage crises with ownership and concise writing.

The role requires shift work including nights and weekends, located at the Global Security Operations Center (GSOC). Benefits include health coverage, PTO, and a 401(k). This position is on-site in Goodyear, AZ.