MHLS Sr Advisor

Amazon; United States; Remote; USD 64,000 - 86,000; Full time

Job summary

Amazon Inc. is seeking a Sr. Advisor for its HR Live Support Team in the United States.

The role involves guiding employees on leaves, disability benefits, payroll, and HR policies via phone, chat, email, and case management. You will resolve cases end-to-end with empathy and efficiency, ensuring a smooth employee experience. You will review documentation for compliance, escalate trends for leadership, and collaborate with managers and HR partners to support employee needs in a fast-paced

Qualifications

• Bachelor’s degree in any discipline.
• 1+ year of experience in Customer Support, Human Resources, Case/Query Management, or Leave & Disability Management.
• Proficiency with Microsoft Office tools (Outlook, Word, Excel).

Responsibilities

• Handle inbound & outbound contacts via phone, chat, and email/case queues.
• Provide expert guidance on leaves, disability benefits, payroll, time-off, and HR policies.
• Manage end-to-end cases from first contact to full resolution.
• Review documentation and assess compliance with policies and regulations.
• Troubleshoot and de-escalate complex employee situations with empathy.
• Educate and partner with managers and cross-functional teams on employee needs.
• Maintain accurate records and timely documentation across systems.
• Identify trends and training or quality gaps for leadership.

Skills

Exceptional communication

Analytical thinking

Detail-oriented

Relationship builder

Thrives under pressure

Customer-first mindset

Education

Bachelor's degree (any discipline)

Tools

Microsoft Office (Outlook)

Microsoft Word

Microsoft Excel

Job description

Join our HR Live Support Team as a Sr. Advisor!

Be the go-to expert helping employees with leaves, disability benefits, payroll, and HR policies delivering seamless support via phone (international voice), chat, email, and case management. If you love solving complex problems with empathy and speed, this role is for you!

What You'll Do

• Handle inbound & outbound contacts via phone (international voice), chat, and email/case queues
• Provide expert guidance on leaves of absence, disability, payroll, time-off, and HR policies
• Manage end-to-end cases from first contact to full resolution, ensuring a smooth employee experience
• Review documentation and assess compliance with company policies, federal/state regulations, and benefit plans
• Troubleshoot & de-escalate complex or sensitive employee situations with empathy and professionalism
• Educate & partner with managers, HR business partners, and cross-functional teams on employee needs
• Maintain accurate records and ensure timely documentation across systems
• Identify trends & escalated training or quality gaps to leadership for continuous improvement
• Facilitate smooth return-to-work plans for employees coming back from leave

What We're Looking For

Must-Have:

• Bachelor's degree (any discipline)
• 1+ year of experience in any of the following:
  
  • Customer Support International Voice, Chat, and/or Email processes
  • Human Resources Any HR stream (generalist, operations, shared services, etc.)
  • Case/Query Management — Handling employee or customer queries end-to-end
  • Leave & Disability Management — Or similar benefits administration
• Proficiency in Microsoft Office (Outlook, Word, Excel)

What Makes You Stand Out

• Exceptional communication skills — both verbal and written (English fluency required)
• Strong analytical & critical thinking — you can assess situations and make sound decisions
• Detail-oriented — accuracy matters to you, whether it's documentation or case resolution
• Relationship builder — you connect with people and earn trust quickly
• Thrives under pressure — you can prioritize and manage workload in a fast-paced environment
• Customer-first mindset — you genuinely care about the employee experience