Community Management Associate

About the Role

The Selling Partner Communities (SPC) organization builds lasting connections with and among Amazon's Selling Partners, aids their success, and ensures public perception reflects Amazon as a premier platform for business growth. Amazon Seller Forums, utilized by over one million Selling Partners for connection and critical information, are a key component of this. We seek a detail-oriented and motivated Community Management Associate to support community engagement efforts with Selling Partners across Amazon's Seller Forums and Social Media channels. The ideal candidate follows established processes with accuracy, is eager to learn, and delivers high-quality work under guidance. They communicate clearly, work within defined workflows, and contribute to a positive Selling Partner experience. This role involves following documented procedures to resolve Seller cases efficiently, escalating when necessary, and collaborating within a team.

Key Responsibilities

• Resolve Seller cases in Amazon Seller Forums across assigned categories following established SOPs and Playbooks, ensuring timely responses within defined SLAs.
• Handle Social Media cases via Sprinklr following defined triage procedures, routing escalations to senior team members.
• Moderate Forums threads and Social Media channels for community guidelines adherence, flagging policy violations for review.
• Troubleshoot seller issues using internal documentation (Help Hub, SOPs, Wiki).
• Escalate when actions deviate from available procedures.
• Maintain accurate case annotations, PAA notes, and closure codes for every case, ensuring traceability and seamless handoffs.
• Support community engagement initiatives as directed, contributing to healthy Amazon-Seller conversations across Forums and Social channels.
• Identify recurring seller pain points during daily case work and flag to senior CMs or Category Captains for trend analysis.
• Support program/project activities for launches, announcements, and process changes as directed.
• Participate in knowledge sharing, cross-training, and team meetings to build category expertise.
• Leverage AI-assisted response tools for case efficiency, validating all AI outputs before posting for accuracy.

A day in the life involves resolving Seller Forums cases across assigned Seller Journey categories (Account Setup, CML/PSC, Seller Onboarding, etc.) by following documented SOPs and procedures, handling Social Media seller cases on Sprinklr following defined workflows, and participating in team huddles, knowledge sharing sessions, and shift handovers. Work is reviewed daily by senior CMs or manager for quality and accuracy.

Requirements & Tech Stack

• Amazon Seller Forums
• Social Media channels
• Sprinklr
• SOPs
• Playbooks
• SLAs
• Help Hub
• Wiki
• PAA
• AI-assisted response tools

Qualifications

• 1+ years of sales experience
• Bachelor's degree
• Experience with industry standard social listening and campaign management tools
• Experience working with fast-moving, high-performance teams and driving innovative solutions tailored to unique business environments
• Experience in written and spoken English and an ability to compose grammatically correct, concise and accurate written responses
• Experience troubleshooting issues using documentation and knowledge bases
• Willingness to learn and adopt new technologies including AI-assisted tools