AHS Specialist

About the Role

The Account Health Support team is the primary interface between Amazon and third-party business partners (Sellers). The team provides dedicated support to Sellers on the Amazon platform, proactively predicting their needs and delivering solutions to 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 and redirecting difficult conversations with empathy and professionalism.
• 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 to ensure visibility, consistency, audit readiness, and high data integrity.
• 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).
• Work across voice and written channels, supporting Sellers through account health issues, enforcement actions, and compliance journeys depending on role specialization.

Requirements & Tech Stack

• Computer-based tools and systems for processing or tracking work.

Qualifications

• Bachelor's degree in any field of study.
• Experience in oral and written communication in English.
• Ability to speak, write, and read fluently in English and German (B2 or above).
• Ability to follow standard operating procedures (SOPs) and detailed documentation.

Preferred Qualifications

• Experience working in a fast-paced, rapidly changing operations environment.
• Experience working in a contact center environment.
• Excellent verbal and written communication skills, inspiring confidence while guiding customers through resolution steps via phone and email.
• Demonstrated empathy and active listening skills.
• Ability to deliver performance in a metric-driven environment with high productivity and quality standards.
• Multitasking ability: handling phone, chat, and email contacts simultaneously.
• Ability to troubleshoot, research, and translate technical or procedural instructions into clear guidance for customers.
• Enthusiastic, self-motivated, and willing to learn new skills.
• Demonstrated ability to identify and drive process improvements.