Job description

• Bachelor’s degree or higher 4+ years’ relevant experience
• Demonstrated ability to dive deep to understand the customer, product, and business
• Fluency in English
• Experience with handling escalations

Job summary
The Selling Partner Communities (SPC) organization builds lasting connections with and among our Selling Partners, helps drive their success, and ensures that public perception mirrors the reality that Amazon’s stores are a great place for our Selling Partners to build and maintain thriving businesses. Forums are used by over a million Selling Partners to connect with each other and Amazon, and get important information and advice on how to successfully run their Amazon business.

We are looking for an entrepreneurial Community Moderator to build and organize an established Seller community within Amazon Forums. We are looking for someone who enjoys working to support businesses, and wants to own and drive the community experience for Selling Partners in Amazon’s Forums and beyond. You will monitor our community of users demonstrating bias for action, ownership, passion for the Seller, and analyzing risk by using good judgment are all critical requirements for this role since this person will represent Amazon’s voice in the Seller Central Seller Forums.

The role’s key responsibilities will include:

• Monitor forum answers and respond on behalf of Amazon (within SLA) to posts or comments that didn’t receive an accurate answer.
• Recognize risk and public nature of the social support contacts.
• Work diligently to restore a positive experience with each individual Seller.
• Actively track customer pain points to identify possible solutions.
• Creatively and proactively assist sellers through multiple contact channels within given guidelines – sometimes simultaneously.
• Be current on new offerings and subject matter expertise within Seller topics
• Audit the quality and accuracy of forum replies from community users and super users; taking action to provide correct guidance as needed.
• Identify and analyze issues, patterns and trends in seller requests; assisting leadership with surfacing these findings to the appropriate business teams.
• Escalate Systemic Issues and follow up according to the Forum Moderation Guidelines (i.e. Andon Cord, Trouble Ticket, Contact Us, ACES Issues Pipeline, etc.).
• Identify sensitive issues and collaborate with the appropriate stakeholders (i.e. Community Managers, Executive Relations, PR, Legal, and Marketplace Teams, etc.) to create a response.

Regularly report on insights gained from community moderation

• 2+ years’ experience actively engaging in developer communities, through blogs, forums, conferences, or other developer-focused sites
• Experience with Marketplaces is preferred
• Previous exposure to Social Media in a business context
• Excellent written communication skills with proven ability to hand-craft messages that align with Public Relations and Legal guidelines
• Excellent organization and time management skills.
• Strong interpersonal communication skills and a team player.
• Displays a desire to contribute to process improvements in emerging contact channels
• Displays ownership and responsibility
• Self-teaching to stay current on products, tools, and issues

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

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