This role location is flexible, and could be based in Seattle, Nashville, Arlington, Austin, New York, or Minneapolis.
This is an exciting opportunity to join a new emerging business in transportation. We are a startup team looking for a highly driven, entrepreneurial, analytical and customer-obsessed individual to help create and lead our US services and support strategy.
We are reinventing the approach to serving this industry and looking for a candidate who can partner with Commercial teams, Operations, Product Management, and Tech as we challenge the status quo and invent on behalf of our customers. As a Customer Support Specialist, you will work in a dynamic, versatile, and complex space that links our customers, our business and our support partner teams together, holding a high bar with regard to customer obsession. We are seeking a customer obsessed individual with high attention to detail and delivering results to ensure an optimal experience for our customers. This person will leverage customer feedback and insights to drive continuous improvement, drive contact reduction whilst serving a variety of customer support items to positive resolution.
Key job responsibilities
– Determine and implement effective customer solutions quickly, both directly and through stakeholders (Commercial, Product Management, Tech, Operations) at all levels
– Identify and analyze data, including First Contact Resolution, Expressed Dissatisfaction Rate, and Contacts per Shipment to isolate issues, develop solutions and prioritize opportunities for improving customer experience
– Plan and manage multiple parallel customer requests; create, maintain and disseminate information to stakeholders and senior management
– Be a visible and vocal role model across the wider business for Amazon’s customer-centric culture, championing the customer’s needs and using data and technology to anticipate and exceed them
– Interact with cross-disciplinary and cross functional teams like Customer Service Operations, Retail, and Payments teams, software development and IT to design the project’s standard operational procedures, processes and technical requirements
We are open to hiring candidates to work out of one of the following locations:
Atlanta, GA, USA | Nashville, TN, USA
BASIC QUALIFICATIONS
– 5+ years of program or project management experience
– Experience using data and metrics to determine and drive improvements
– Experience owning program strategy, end to end delivery, and communicating results to senior leadership
– Bachelor’s degree
PREFERRED QUALIFICATIONS
– 2+ years of driving process improvements experience
– Master’s degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field
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.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $92,500/year in our lowest geographic market up to $185,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. Applicants should apply via our internal or external career site.