Note: The job is a remote job and is open to candidates in USA. Lago is hiring a Customer Service Specialist II to independently manage buyer communications, reviews, feedback remediation, returns, and refunds across client Amazon accounts. The role also serves as a subject matter expert for a specialized customer service function, supports peer guidance, and coordinates escalations with Amazon and internal teams.
Responsibilities
- Through the use of company and department practices and procedures, independently manages buyer-seller messaging across an assigned book of client accounts
- Owns end-to-end negative feedback and product review remediation workflows, including submission, follow-up, and escalation to Amazon when required
- Coordinates return and refund decisions directly with brand management
- Synthesizes trends (defect patterns, listing accuracy gaps, image/copy mismatches) and hands them off on a regular cadence to the Listing and Case Specialist teams
- Identifies buyer complaints rooted in FBA issues (damaged inventory, wrong item shipped) and routes them to the FBA Resolution team with proper documentation
- Utilizes structured escalation paths with Amazon for complex buyer-seller disputes
- Acts as an SME or Trainual content owner for at least one Customer Service function (e.g., feedback removal, A-to-z claim prevention, returns)
- Provides guidance to Customer Service Specialist I peers on day-to-day casework
- Leverages external resources such as blogs, LinkedIn, and seller forums to stay current on Amazon buyer-side policy changes
- Maintains or exceeds department-established performance standards
- Other duties as assigned
Skills
- Two to three (2-3) years of customer support or customer resolution experience
- Demonstrates a strong understanding of business, procedures, and specialized functions
- Strong written and verbal communication skills with the ability to de-escalate buyer situations
- Detail-oriented with a proactive approach to resolving buyer concerns
- Strong ability to analyze data related to buyer complaints and review trends
- Preferably within an eCommerce setting
- Hands-on experience with Amazon Seller Central buyer-seller messaging, Feedback Manager, and Voice of the Customer dashboards
- Experience with A-to-z claim responses and chargeback documentation
- Prior experience owning a Customer Service book of work in an agency or multi-brand environment
Benefits
- Work from anywhere—our team is global, and we value work-life balance.
- Growth Opportunities: As a key player i you’ll have the chance to shape your role and grow with us.
- Innovative Culture: Join a team that is passionate about leveraging data to solve challenges and drive success in a rapidly evolving market.
Company Overview