English & German, Account Health Support

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.
• Resolve account health issues.
• Conduct investigations into policy violations.
• Execute 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).
• Support Sellers through account health issues, enforcement actions, and compliance journeys.

Requirements & Tech Stack

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

Qualifications

• Bachelor's degree in any field of study.
• Experience working in a contact center environment.
• Experience working in a fast-paced, rapidly changing operations 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.