AHS Compliance Specialist

About the Role

The Account Health Support team supports Amazon's third-party business partners (Sellers) by providing dedicated assistance to resolve account health issues, predict needs, and deliver solutions that improve customer service.

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 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.

Requirements & Tech Stack

• English & Swedish fluency (spoken, written, and read at B2 or above).
• English clear and concise written and verbal communication skills.
• Experience using computer-based tools and systems to process or track work.

Qualifications

• Experience in developing SOP to build mechanisms for complicated working processes.
• Bachelor's degree in any discipline.
• Excellent verbal and written communication skills, inspiring confidence while leading customers through issue resolution via phone and email.
• Excellent listening skills, able to demonstrate empathy and willingness to help.
• Comfortable working in a fast-paced, high-volume environment with flexibility to adapt to change.
• Ability to work against and deliver performance in a 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.
• Multitasking: ability to handle phone, chats, and email contacts simultaneously.
• Demonstrate effective, clear, and professional verbal and written communications.
• Comfortable providing helpful, live telephone support in English.
• Able to troubleshoot, research, and effectively translate technical and procedural instructions to customers.
• Enthusiastic, highly self-motivated, and willing to learn new skills.
• Demonstrate a strong sense of urgency and adaptability in response to changing business needs.
• Demonstrate the ability to identify and drive process improvements.