Senior Customer Advocate & Complex-Resolution Specialist

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

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