Customer Service Specialist, E-commerce

Lago

. Independently manage buyer-seller messaging across an assigned book of Amazon client accounts .

Posted 9/30/2026full-timeRemote • Mexico, Colombia, Argentina, Costa Rica, Chile, Nicaragua, PhilippinesJuniorMid-Level💰 $1,280 - $1,760 per monthWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing buyer-seller communications and resolving customer issues within Amazon Seller Central, while maintaining high performance standards and providing guidance to peers. Proficient in analyzing buyer complaint data and implementing effective remediation strategies.

Highest-signal resume keywords

Customer Support ExperienceAmazon Seller CentralData AnalysisCommunication SkillsEscalation Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Buyer-Seller MessagingFeedback ManagerA-to-Z Claim ResponsesChargeback DocumentationCasework GuidanceDefect Pattern AnalysisListing AccuracyImage/Copy Mismatch ResolutionFBA Issue IdentificationTrainual Content Management

Soft Skills

Detail-OrientedProactive Problem SolvingDe-Escalation SkillsCross-Team CommunicationJudgment in Non-Standard Cases

Tools & Technologies

Voice of the Customer DashboardsAmazon Seller Central

Industry Keywords

ECommerceCustomer ResolutionPerformance StandardsMulti-Brand EnvironmentBuyer-Seller Disputes

About the role

Key responsibilities & impact

Independently manage buyer-seller messaging across an assigned book of Amazon client accounts
Own end-to-end negative feedback and product review remediation workflows, including submission, follow-up, and escalation to Amazon
Coordinate return and refund decisions with brand management
Synthesize defect patterns, listing accuracy gaps, and image/copy mismatches and hand them off to Listing and Case Specialist teams
Identify complaints rooted in FBA issues and route them to the FBA Resolution team with documentation
Use structured escalation paths with Amazon for complex buyer-seller disputes
Act as an SME or Trainual content owner for at least one Customer Service function
Provide day-to-day casework guidance to Customer Service Specialist I peers
Monitor Amazon buyer-side policy changes using blogs, LinkedIn, and seller forums
Maintain or exceed department performance standards
Perform other duties as assigned

Requirements

What you’ll need

2–3 years of customer support or customer resolution experience, preferably in an eCommerce setting
Strong understanding of business, procedures, and specialized functions
Strong written and verbal communication skills
Ability to de-escalate buyer situations
Detail-oriented and proactive approach to resolving buyer concerns
Ability to analyze data related to buyer complaints and review trends
Hands-on experience with Amazon Seller Central buyer-seller messaging, Feedback Manager, and Voice of the Customer dashboards preferred
Experience with A-to-z claim responses and chargeback documentation preferred
Prior experience owning a Customer Service book of work in an agency or multi-brand environment preferred
Ability to independently deliver high-quality work across a full book of business
Clear escalation write-ups and strong buyer-facing and cross-team communication
Ability to apply sound judgment to non-standard cases and choose the correct escalation path
Experience owning one Customer Service function end-to-end and keeping Trainual current
Ability to provide peer guidance and contribute to cross-functional goals

Benefits

Comp & perks

Remote work: Work from anywhere; global team and work-life balance
Growth opportunities and ability to shape the role and grow with the company
Innovative, data-driven culture
Confidentiality and Non-Circumvention Agreement as part of the recruitment process