Senior Customer Advocate for Complex Issues and AI Tools

Socket.dev; Seattle (WA); On-site; USD 33,000 - 41,000; Full time

Job summary

Amazon is seeking a Customer Advocate in Seattle, WA to independently resolve moderate-to-high complexity customer contacts, including escalations and emotionally sensitive cases. You will work side by side with software engineers and product teams, using AI tools to improve resolution quality and drive systemic improvements.

You will mentor peers, tackle high-stakes interactions, and help shape our future CS strategy, delivering empathetic, high-quality service at scale in a fast-paced

Qualifications

• Experience communicating technical concepts to a non-technical audience.
• Ability to work a 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 with ability to navigate complex inter-personal interactions.
• Experience in high-stakes or emotionally sensitive customer situations with emotional intelligence.
• Experience in 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, high-stakes, and ambiguous contacts, providing tailored service while applying deep operational know-how to mitigate risks and overcome resolution blockers.
• Diffuse charged emotional situations using 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.

Skills

Communication concepts

Flexible schedule

Work experience 4+ years

CEFR C1+ English

Data annotation

Adaptive communication

Emotional intelligence

Pattern identification

Cross-team collaboration

AI-assisted tools

Coaching/mentoring

Product/tech feedback

AI tools proficiency

Job description

Amazon is seeking a Customer Advocate in Seattle, WA to independently resolve moderate-to-high complexity customer contacts, including escalations and emotionally sensitive cases. You will work side by side with software engineers and product teams, using AI tools to improve resolution quality and drive systemic improvements.

You will mentor peers, tackle high-stakes interactions, and help shape our future CS strategy, delivering empathetic, high-quality service at scale in a fast-paced