Amazon Listing & Customer Support Specialist

Описание

About us:
We are a remote e-commerce company on a heartfelt mission to spread Love, Positivity, and Health, one exceptional product at a time. Our unique niche is esoteric products that resonate in online markets around the world. With a crystal-clear vision for the future, our dedicated and diverse team is ever-growing, and we are eagerly seeking talented individuals to embark on this exciting journey with us.

Our core values are:
- Excellence in everything we do (“I go above and beyond”)
- Ownership and responsibility (“I own it”)
- Continuously push the limits (“I don’t accept no as an answer. No is just an option”)
- Openness & cooperation (“Everyone matters”)

About the Role:
As the company scales across Amazon and Shopify, there’s a need for a dedicated specialist to manage customer inquiries, resolve listing issues, maintain listing health, and handle cross-platform operational tasks. This ensures continued sales growth, minimized disruptions, and high customer satisfaction.

What you’ll be responsible for:

Customer Support & Feedback Management (Approx. 50% of Time):
- Maintain a 95%+ customer satisfaction rate on Amazon and Shopify.
- Respond to customer queries daily within 24 hours.
- Proactively remove negative feedback and reviews.
- Handle disputes and customer escalations on Amazon, Stripe, and PayPal when they arise.

Listing Accuracy & Marketplace Issue Resolution (Approx. 30% of Time):
- Maintain 100% listing accuracy across Amazon and Shopify.
- Troubleshoot and resolve listing issues, including suspensions (Amazon Listing Suspensions).
- Creating new ASINs, listing variations, child and parent ASINs.
- Sync Amazon and Shopify listings monthly to ensure consistency.
- Renew Amazon promotions and deals quarterly.

Cross-Platform Operations Support & Reporting (Approx. 20% of Time):
- Monitor and process Shopify orders daily.
- Prepare and deliver the Creator Connections report monthly.
- Support monthly social media posting with AI-generated content.

You’ll be a great fit if you are:
- 1–3 years of hands-on experience with Amazon Seller Central (customer support and listing troubleshooting)
- Experience handling Amazon listing errors and suspensions
- Experience creating and managing Amazon ASINs, listing variations, and parent/child ASIN structures
- Knowledge of basic Amazon Reports (e.g., Feed Files report, Category Listing Reports, Promotion Reports.)
- Strong written and verbal English communication skills (for customer support and internal updates)
- Comfortable working remotely with minimal supervision
- Solid organizational and time management skills
- Comfortable using AI tools (like ChatGPT, Claude, etc.) regularly for increased productivity, research, analysis, and content creation (e.g., customer responses, listing content, or social media captions)
- Experienced with Project Management Tools like Asana (Recommended), ClickUp, or Monday.
- Proficient with Slack for internal communication and Email for external communication
- Familiarity with promotion setups on Amazon (e.g., coupons, lightning deals, Tailored Brand Promotions, Creator Connections)
- Experience syncing product data between Amazon and Shopify

What’s in it for you:
- Remote Work: Enjoy the flexibility of working 100% remotely from the comfort of your home or any location worldwide.
- Unlimited Vacation: Take as many vacation days as you need to ensure you are well-rested and ready to tackle new challenges.
- Professional Growth: As we are a small company, you'll have the chance to engage with various aspects of the business, fostering your professional development.
- Personal Development Fund: We support your ongoing learning journey by providing a personal development fund each year.
- Emergency Fund: We offer an interest-free emergency fund with comfortable payouts to help you in times of need.

Interview flow:
- Application: Everything starts with getting in touch. The best way to express your interest is by applying online.
- HR Interview: If your profile aligns with our requirements, we'll invite you for an HR interview.
- Technical Interview/Test: You may undergo a technical interview or complete a relevant test.
- Online Interviews: You may have up to three online interviews with various team members.
- Reference Check: We will kindly request you to arrange a reference check before we extend a job offer.

If this opportunity resonates with you, we are excited to meet you and welcome you to the HelloChakra team!