We are Amazon’s Tech Support Executive Customer Relations group and work on behalf of Senior Leaders to resolve complex customer problems and prevent similar issues from happening again, owning Digital, Device & Alexa executive customer escalations globally.

The Senior Escalations Specialist is a key point of contact for relevant business and development teams, and will support them on resolution of executive escalations they own, but require CS support.

Language skills are especially important, as this person will create succinct write-ups in a narrative style format for senior leaders. The successful candidate must also have the ability to research complex use cases that involves multiple customer contacts and determining the root cause(s) for the issue.

Department:カスタマーサービス (CS)
Job:オペレーション
Location: フルリモート在宅勤務(日本国内)

Key job responsibilities
The core functions of the Senior Escalations Specialist include:
- Resolve Customer Trust Escalations related to Amazon Brand, data regulation, or privacy concerns, driving tech investigation to identify root cause and restoring the customer’s trust in devices
- Support the managers on the day to day VP Inquiries owning the investigation of an escalation from start to end, including preparing the final responses to senior leaders, following the narrative style format
- Dive deep into customer problems, building the entire history of customer contacts, to determine root cause
- Contact the customer directly to gather data for root cause analysis, troubleshooting, and close the case for the customer
- Conduct data queries and general data analytics related to escalations the team is handling
- Manage process improvement initiatives, including the scoping and implementation of projects stemming from escalations
- Effectively communicate with both internal and external customers by adjusting your communication style to your audience
- Create and document new processes to efficiently handle escalations and ensure that the D2AS Escalations Domain in KC is up to date
- Serves as a role model by displaying good judgment, a positive work ethic, strong interpersonal skills, and adherence to company policies and a commitment to excellent customer service
- Successfully completes approved special projects as assigned

*There will be other related tasks.
*5 working days/2 days off per week.
*Shift example: 9:00-18:00 from Monday to Friday
*English resume is required at the time of application.

About the team
Our mission is to restore trust and engagement for customers who have escalated issues with their Amazon devices and digital services to Amazon CEOs, Amazon VPs, and other members of leadership.
These are highly complex issues that have created or could create PR risk, damage trust in the Amazon brand, and/or have elements of product safety or customer data privacy concerns.

Our specialists are highly-trained and knowledgeable, serving as experts of restoring and increasing customer trust, delighting them with personal, and peculiar experiences.

We celebrate and examine customer anecdotes, providing meaningful insights to our stakeholders to focus on the right solutions, features and designs.