Customer Support

• 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

Customer Service Specialist, E-commerce

• Understand and interact with T&M departments, processes, and applications to support customer needs
• Support sales opportunity management for strategic customers by fulfilling requests or advancing them to the appropriate path
• Provide basic treatment understanding of strategic customers throughout the sales and post-sales cycle
• Resolve customer issues promptly to provide an efficient customer experience
• Process standard and non-standard orders and quote transactions across multiple sales channels using Oracle Order Entry, Salesforce, Outlook, and other internal applications
• Follow up with customers by phone and email on pending actions
• Support customer inquiries regarding order creation or modification, product availability, service delivery, repair status, and account information
• Assist Sales throughout the buying cycle with transactional support and purchase-process information
• Build and manage customer data records in Oracle before transferring calls to Technical Sales and Support
• Handle inbound customer service calls for orders and quotes from strategic customers in the Americas
• Lead incoming calls for Sales, Technical Support, post-sales assistance, and general inquiries in the Americas

Staff Customer Service Representative

• Provide premium asynchronous support through email and community platforms
• Provide synchronous support during live sessions
• Moderate live-session chat and facilitate on-camera Q&A
• Maintain a safe, energetic learning environment
• Serve as a subject matter expert on a core content pillar
• Answer complex learner questions and foster community discussions
• Identify and address learning blockers
• Flag curriculum or platform issues to curriculum owners and internal leadership
• Monitor student progress and intervene when learners fall behind
• Aggregate student sentiment and survey data for actionable product-team insights
• Manage cohort logistics, including calendar invites and resource uploads
• Verify learning-material accessibility and guide students in navigating the platform
• Identify workflow improvements and automation opportunities
• Collaborate with internal stakeholders and technical teams to improve processes and implement tools
• Reduce recurring student issues, friction, and manual administrative work

Customer Experience Specialist – Contractor Role

• Handle and resolve routine and complex customer care requests
• Coordinate with Technical Support, Product, and Engineering to resolve customer cases
• Provide advanced support for premium offerings and complex issues
• Serve as an escalation point for Customer Care Representatives and Technical Support Representatives
• Manage executive escalations involving Granicus executives or critical customers
• Collaborate cross-functionally to resolve escalated cases efficiently
• Serve as primary contact for executive customers
• Build relationships with executive stakeholders and advanced support customers
• Moderate discussions in Granicus govCommunities
• Provide expert guidance and support to customers in the community
• Gather customer feedback and identify trends and common challenges
• Suggest process improvements based on customer insights
• Track and report resolution of escalated cases
• Identify systemic issues and advocate for long-term solutions
• Provide recommendations to internal teams based on case trends

Customer Support jobs in Costa Rica

Customer Service Specialist, E-commerce

Staff Customer Service Representative

Customer Experience Specialist – Contractor Role

Customer Care Escalation Specialist