Note: The job is a remote job and is open to candidates in USA. Lago is seeking a Customer Service Specialist II to manage buyer communications and customer resolution activities across client accounts on the Amazon platform. The role handles feedback and review remediation, returns and refunds, escalations, complaint trend analysis, and peer guidance while serving as a subject matter expert for a specialized customer service function.
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: the chance to shape your role and grow with us.
- Innovative culture focused on leveraging data to solve challenges and drive success in a rapidly evolving market.
Company Overview