Customer Advocate, Customer Service

Amazon.com Services LLC; Seattle (WA); On-site; USD 90,000 - 130,000; Full time

Job summary

Amazon.com Services LLC in Seattle seeks a Customer Advocate to independently resolve moderate-to-high complexity customer contacts, including escalations and emotionally sensitive situations. You will work closely with software engineers, scientists, and product managers to inform future CS strategy and serve as a quality anchor beyond the queue.

You will mentor others on case handling and resolution strategies, drive cross-team coordination, and maintain adherence to schedules while using SOPs

Qualifications

• Experience communicating technical concepts to a non-technical audience.
• Flexible schedule including weekends, nights, and/or holidays.
• Minimum 4 years of work experience, with at least 2 years in customer service or equivalent role.
• International English language proficiency CEFR C1+.
• Experience with data annotation and narrative writing.
• Strong adaptive communication skills for complex interpersonal interactions.
• Experience in high-stakes or emotionally sensitive customer situations with good judgment.
• Experience identifying patterns and partnering with technical and non-technical teams to develop lasting solutions.

Responsibilities

• Evaluate and resolve customer issues of varying complexity, including emotionally sensitive and high-stakes contacts.
• Diffu se charged emotional situations using emotional intelligence.
• Escalate appropriately when needed and deliver independently where possible.
• Leverage AI-assisted tools to enhance resolution quality and speed.
• Mentor and develop other Customer Advocates on case handling and best practices.
• Engage across teams to drive coordination and scalable processes.

Skills

Emotional intelligence

Adaptive communication

Data annotation

Narrative writing

Tools

AI-assisted tools

Job description

The Customer Advocate independently resolves moderate-to-high complexity customer contacts including escalations, emotionally sensitive, and policy-boundary situations, without requiring heavy day-to-day supervisory guidance. This role involves direct customer interactions and individual will address queries ranging from issue resolution to customer education, while engaging cross-functional teams to remove blockers and ensure an excellent end-to-end experience. Consistently high-quality, empathetic service delivery is the foundation; systemic contribution and team quality uplift are the differentiators.

You’ll be doing these things in Seattle sitting side by side with our software development engineers, scientists, product managers, program owners and Customer Service leaders, helping test and inform on our future CS strategy. This role’s contribution extends beyond the queue: be the quality anchor for the team, a go-to resource for complex contacts, and a trusted partner for systemic improvement.

You’ll be doing these things in Seattle sitting side by side with our software development engineers, scientists, product managers, program owners and Customer Service leaders, helping test and inform on our future CS strategy. This role’s contribution extends beyond the queue: be the quality anchor for the team, a go-to resource for complex contacts, and a trusted partner for systemic improvement.

Key job responsibilities

• Evaluate and resolve customer issues of varying complexity, including emotionally sensitive, high-stakes, and ambiguous contacts, providing tailored service while applying deep operational know-how to mitigate risks and overcome resolution blockers
• Discern and diffuse charged emotional situations using strong emotional intelligence and adaptive communication
• Escalate appropriately when situations exceed defined resolution authority, delivering independently where approach is partly defined
• Leverage AI-assisted tools to enhance resolution quality and speed
• Mentor and develop other Customer Advocates on case handling, resolution strategies, and best practices; influence team-level processes and plans by surfacing contact-level insights
• Engage across teams and stakeholder groups to drive coordination, address recurring issues, and recommend scalable processes that improve team results beyond individual contacts
• Maintain schedule adherence, consistently meet productivity and quality targets, and apply SOP fluency and AI proficiency to execute efficiently at scale

A day in the life

No two days look exactly alike, but here’s what you can expect. You’ll independently resolve moderate-to-high complexity customer contacts including escalations, emotionally sensitive, and policy-boundary situations. You’ll leverage AI-assisted tools to enhance resolution quality and speed while spotting risks, asking the right strategic questions, and clearing blockers. Between contacts, you’ll mentor and develop fellow Customer Advocates on case handling and resolution strategies, and engage across teams and stakeholder groups to address recurring issues. You’ll do this sitting side by side with our software development engineers, scientists, and product managers in Seattle, helping test and inform our future CS strategy.

Basic Qualifications

• Experience communicating technical concepts to a non-technical audience
• Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays
• Minimum 4 years of work experience, with at least 2 years in customer service or equivalent role
• International English language proficiency CEFR C1+
• Experience with data annotation and narrative writing
• Strong adaptive communication skills with ability to navigate complex inter-personal interactions
• Experience in high-stakes or emotionally sensitive customer situations, Demonstrated emotional intelligence and sound judgment in customer interactions
• Experience in identifying patterns and partnering with technical and non-technical teams to develop lasting solutions

Preferred Qualifications

• Track record of resolving customer issues independently using established tools and processes
• Demonstrated experience informally coaching or mentoring peers to raise team quality
• Ability to synthesise contact-level observations into structured, actionable feedback for product or technology teams
• Proficiency with AI-assisted customer service tools

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t l