[Hiring] AHS Specialist, Account Health Support @Amazon

Role Description

In Account Health Support (AHS), we help third-party Sellers maintain and grow their businesses on the Amazon marketplace by ensuring compliance with Amazon policies. We interact with Sellers globally via phone and email in a contact center environment, answering questions and resolving issues related to Amazon's business policies, operational processes, and technology platforms.

As an AHS Specialist with a compliance focus, you will serve as a primary point of contact for Sellers navigating sensitive account health matters — including appeals, policy violations, enforcement actions, and compliance requirements across multiple legislations. This role requires strong judgment, problem-solving skills, and the ability to manage high-stakes conversations with pre-suspension and post-suspension Sellers in poor standing.

This is a phone-based support role with high seller interaction. You will manage significant inbound and outbound call volumes (up to 80% of work time), requiring excellent verbal communication and de-escalation abilities to redirect difficult conversations and guide Sellers toward viable solutions.

• Supporting Amazon's Selling Partners to resolve incoming account health issues via phone and email channels
• Managing high volumes of inbound and outbound calls, demonstrating strong de-escalation and communication skills in every interaction
• Conducting thorough investigations to identify root causes of account health issues, including policy violations, enforcement actions, and appeals
• Identifying Seller needs, clarifying information, researching issues, and providing clear, accurate solutions
• Redirecting difficult phone conversations with empathy and professionalism when engaging with Sellers facing suspension or enforcement actions
• Serving as a dedicated contact for Sellers throughout their compliance journey across applicable legislations including but not limited to Amazon's policies and EU regulations — covering product compliance, sustainability, and general product safety (GPSR)
• Executing structured outreach plans including proactive contacts, follow-ups, and pre-enforcement outreach
• Educating Sellers on compliance requirements and guiding them through necessary documentation and actions
• Supporting enforced Sellers through targeted regain outreach and education, helping them return to compliant status
• Monitoring progress across all applicable compliance verticals, ensuring timely updates and case closure
• Documenting all Seller interactions and information according to standard operating procedures
• Managing seller interactions through centralized mechanisms to ensure complete visibility, consistency, and audit readiness
• Accurately logging all actions, communications, and documents to maintain high data integrity
• Consistently achieving productivity and quality performance goals in a metric-driven environment
• Exemplifying Amazon's Leadership Principles, particularly Customer Obsession, by displaying genuine empathy and passion for our Sellers
• Attending regular training sessions and staying current on product details, policies, and compliance requirements
• Collaborating with various internal stakeholders and teams
• Identifying and driving process improvements
• Any other duties and special projects as directed by management in keeping with the employee's skills and experience

Qualifications

• High school diploma, or equivalent
• Experience providing support and service to Customers
• Knowledge of advanced English at CEFR level B2/C1
• Knowledge of advanced French at CEFR level B2/C1
• Intermediate competency with Windows, Microsoft Word, Outlook and Excel. Able to use online communication and collaboration tools with ease

Requirements

• Excellent verbal and written communication skills, inspiring confidence while leading customers through the various steps to resolve issues via phone and email channels
• Excellent listening skills; able to demonstrate empathy and willingness to help
• Prior Contact Center experience
• Comfortable working in a fast paced, high-volume environment with the ability and flexibility to adapt to change effectively
• Ability to work against and deliver performance in metric driven environment with high productivity and quality standards
• Maintain a strong customer focus, ensuring the customer feels supported and valued
• Foster a positive and cooperative team environment at all times
• Multitasking: ability to handle phone, chats and email contacts in tandem with each other
• Demonstrate effective, clear and professional verbal and written communications. Comfortable in providing helpful, live telephone support in English and other languages defined for role
• Able to troubleshoot, research and effectively translate technical and procedural instructions to customers in a way they can understand
• Enthusiastic, highly self-motivated and willingness to learn new skills
• Demonstrate strong sense of urgency and adaptability in response to changing business needs
• Demonstrate the ability to identify and drive process improvements

Company Description