Customer Resolution Specialist

Amazon • Seattle, WA, US • 1d ago

Role: Customer Advocate
Job Type: Full Time, Permanent
Location: Onsite at Amazon Campus in South Lake Union
Pay Range: $21.58-$25.96
Start date: Monday 10/12/26

Our mission at Amazon is to be Earth’s most customer-centric company, and our award-winning Customer Service team is a key part of achieving that goal. Doing our best for our customers is where we get our energy, and that’s why you’ll find we approach things differently here. You won’t be asked to read from a script or learn dialogue by heart. Instead we’ll provide you with the training you need to problem solve for our customers. You’ll bring your unique personality to every customer conversation and deliver the exceptional support experience our customers love.

JOB OVERVIEW
The Customer Advocate is responsible for delivering high-quality resolution outcomes on a per-interaction basis. This role directly impacts individual customer experience (CCX) by taking customer contacts and addressing queries ranging from issue resolution to customer education, while engaging cross-functional teams to remove blockers and ensure an excellent end-to-end experience. Consistently high-quality, empathetic service delivery is the primary means through which this role builds customer loyalty. You’ll be doing these things in Seattle sitting side by side with our software development engineers, scientists, product managers, program owners and Customer Service leaders, helping test and inform on our future CS strategy.

KEY RESPONSIBILITIES

Take customer contacts via phone/ chat/ email to understand & address customer queries across a range of scenarios — including issue resolution, customer education, and collaboration with cross-functional subject matter experts— to remove potential blockers and deliver excellent customer experience
Resolve customer issues of varying types using standard tools, resources, and Standard Operating Procedures; escalate to partner teams/ Manager when required
Work within defined resolution workflows to solve customer problems, particularly routine and moderate-complexity contacts with established resolution paths
Demonstrate active listening and adaptive empathy in every customer interaction
Leverage AI Co-Pilot tools to enhance resolution speed and quality
Maintain schedule adherence and meet productivity targets as set by the team
Impact individual customer experience (CCX) through consistent, high-quality service delivery
Drive customer loyalty by delivering resolutions empathetically

WHAT ARE YOUR HOURS?
This is a full-time, 40-hour-per-week position. Your schedule will be between 7:00 a.m. and 6:00 p.m., with shifts staggered throughout that time frame. Throughout your shift, you are expected to receive calls and assist our customers with their questions and issues, and partner with our corporate employees to advise on systemic issues you observe and provide ideas for root-cause resolution. While your weekly schedule is expected to be standard, there will be periods where we may revise your schedule and/or implement periods of overtime based on customer demand. You may also be required to work national holidays or weekends if necessary. You will learn more about your exact schedule closer to your start date.

SUCCESS METRICS

Quality of Service scores
Customer Satisfaction (CSAT) ratings
Customer Sentiment analysis
First Touch Resolution rate
Active listening effectiveness
Judgment accuracy in resolution decisions
Peer feedback from Customer Service and Technical teams

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