[Remote] Amazon Customer Service Specialist / CSR (E-commerce)

Note The job is a remote job and is open to candidates in USA. Lago is seeking a Customer Service Specialist II to manage buyer communications and customer resolution activities for client accounts on the Amazon platform. The role handles feedback and review remediation, returns and refunds, escalations, complaint trend analysis, and peer guidance while serving as a subject matter expert for a specialized customer service function. Responsibilities Through the use of company and department practices and procedures, independently manages buyer-seller messaging across an assigned book of client accounts Owns end-to-end negative feedback and product review remediation workflows, including submission, follow-up, and escalation to Amazon when required Coordinates return and refund decisions directly with brand management Synthesizes trends (defect patterns, listing accuracy gaps, image/copy mismatches) and hands them off on a regular cadence to the Listing and Case Specialist teams Identifies buyer complaints rooted in FBA issues (damaged inventory, wrong item shipped) and routes them to the FBA Resolution team with proper documentation Utilizes structured escalation paths with Amazon for complex buyer-seller disputes Acts as an SME or Trainual content owner for at least one Customer Service function (e.g., feedback removal, A-to-z claim prevention, returns) Provides guidance to Customer Service Specialist I peers on day-to-day casework Leverages external resources such as blogs, LinkedIn, and seller forums to stay current on Amazon buyer-side policy changes Maintains or exceeds department-established performance standards Other duties as assigned Skills Two to three (2-3) years of customer support or customer resolution experience Demonstrates a strong understanding of business, procedures, and specialized functions Strong written and verbal communication skills with the ability to de-escalate buyer situations Detail-oriented with a proactive approach to resolving buyer concerns Strong ability to analyze data related to buyer complaints and review trends Preferably within an eCommerce setting Hands-on experience with Amazon Seller Central buyer-seller messaging, Feedback Manager, and Voice of the Customer dashboards Experience with A-to-z claim responses and chargeback documentation Prior experience owning a Customer Service book of work in an agency or multi-brand environment Benefits Work from anywhere—our team is global, and we value work-life balance. Growth Opportunities As a key player i you’ll have the chance to shape your role and grow with us. Innovative Culture Join a team that is passionate about leveraging data to solve challenges and drive success in a rapidly evolving market. Company Overview Lago is the first vetted offshore talent marketplace built for US companies ready to scale smarter. It was founded in 2024, and is headquartered in , with a workforce of 2-10 employees. Its website is https//hirelago.com/.

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