You will be part of a Worldwide Digital and Device Program team that will work with various teams, within and outside D2AS, owning highly escalated customer issues and driving process improvement efforts with the objective to eliminate future escalations. The Senior Escalations Specialist will also be a key point of contact for relevant business and development teams, and will support them on resolution of executive escalations that they own, but require CS support.

Language skills are especially important, as you will be expected to support on succinct write-ups in a executive style format for senior leaders in German and English. The successful candidate must also have the ability to research complex use-cases that involve multiple customer contacts and determining the root cause(s) for the issue.

The Senior Escalations Specialist will also support the Escalations Managers taking care of data analytics related to escalations, ideally preventing escalations from happening in the first place. This is an opportunity for you to gain a broader perspective on the Amazon D2AS business by working frequently with various Alexa Support, non-Alexa Support and senior leadership teams across the different organizations. On a regular basis, you’ll collaborate with our Legal, Public Relations, Content, and Business teams for input on solving customer issues both in direct customer interactions and customer-facing messaging creation.

We are open to hiring candidates to work out of one of the following locations:

Virtual Location - ZAF