Customer Advocate, Customer Service

Amazon; Seattle (WA); On-site; USD 50,000 - 62,000; Full time

Benefits offered by this job

Health insurance

401(k) matching

Paid time off

Job summary

Amazon is seeking a Customer Advocate to evaluate and resolve complex customer issues, using AI-assisted tools to improve speed and quality. The role requires handling emotionally sensitive situations with strong communication skills, mentoring peers, and coordinating with cross-functional teams in Seattle, WA.

The position emphasizes flexibility in scheduling, adherence to productivity targets, and contributing to ongoing CS strategy through data-driven insights.

Qualifications

• Minimum 4 years of work experience, with at least 2 years in customer service or equivalent role.
• International English proficiency CEFR C1+.
• Experience with data annotation and narrative writing.
• Strong adaptive communication skills for complex interactions.
• Experience in high-stakes or emotionally sensitive customer situations.

Responsibilities

• Evaluate and resolve customer issues of varying complexity with tailored service.
• Diffuse charged emotional situations using emotional intelligence.
• Escalate when needed and operate independently within defined limits.
• Leverage AI-assisted tools to enhance resolution quality and speed.
• Mentor and develop other Customer Advocates on case handling and best practices.

Skills

Emotional intelligence

Effective communication

Data annotation

Narrative writing

Flexible schedule

Job description

Job ID: 10534278 | Amazon.com Services LLC

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 listed, please contact your Recruiting Partner.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits .

USA, WA, Seattle - 24.23 - 29.61 USD hourly