English & French, Account Health Support

About the Role

The Account Health Support team provides dedicated support to Sellers on the Amazon platform, predicting their needs proactively and delivering solutions that help them better serve customers.

Key Responsibilities

• Support Selling Partners to resolve account health issues via phone and email, managing high volumes of inbound and outbound contacts with effective education, de-escalation, and communication.
• Conduct thorough investigations to identify root causes of account health issues, including policy violations, enforcement actions, and appeals, providing clear, accurate solutions.
• Serve as a dedicated contact for Sellers throughout their compliance journey, executing structured outreach plans including proactive contacts, follow-ups, and pre-enforcement outreach across applicable legislations.
• Document all interactions according to standard operating procedures, managing cases through centralized mechanisms.
• Collaborate with internal stakeholders, identify process improvements, flag policy gaps, and consistently achieve productivity and quality performance goals in a metric-driven environment.
• Guide Selling Partners through their compliance journey, resolving account health issues, conducting investigations into policy violations, and executing proactive outreach to help Sellers maintain and regain compliant status across Amazon policies and EU regulations—including product compliance, sustainability, and general product safety (GPSR).

Requirements & Tech Stack

• Experience using computer-based tools and systems to process or track work.
• Experience in oral and written communication in English.
• Speak, write, and read fluently in English and French (B2 or above).

Qualifications

• Bachelor's degree in any field of study.
• Experience working in a contact center environment (preferred).
• Experience working in a fast-paced, rapidly changing operations environment (preferred).
• Excellent verbal and written communication skills (preferred).
• Demonstrated empathy and active listening skills (preferred).
• Ability to deliver performance in a metric-driven environment with high productivity and quality standards (preferred).
• Multitasking ability: handling phone, chat, and email contacts simultaneously (preferred).
• Ability to troubleshoot, research, and translate technical or procedural instructions into clear guidance for customers (preferred).
• Enthusiastic, self-motivated, and willing to learn new skills (preferred).
• Demonstrated ability to identify and drive process improvements (preferred).