Merchant Support Leader Smart Commerce Amazon
Merchant Support Leader Smart Commerce Amazon
Posted on :
23-04-2025
Employer Active
1 Vacancy
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Job Description
Are you someone who is passionate about thriving with Zero to One challenges & love building new strategic businesses Are you passionate about improving the quality of customer support experience Do you thrive in a fastpaced environment in which you have the opportunity to influence change
We are looking for a customer obsessed support leader who is responsible for managing the delivery and quality of support experience for all Smart Commerce merchants with vendor managed operations. You will be the single threaded owner to manage end to end support experience for service quality on time resolution setting up and overseeing processes with all cross functional teams (quality training HR ops tech) and partner with internal business teams to eliminate support contacts. This is a highimpact role requires strong attention to detail and great deep dive skills to set up and scale support experience across all Smart Commerce offerings and build sustainable processes through mechanisms.
Key job responsibilities
Manage the end to end experience for all merchant contacts through all channels (selfserve and assisted) within the defined performance metrics
Manage a team of 1P team onboarding and support associates/leads.
Collaborate with the outsourcing partner to plan for resource capacity on time hiring to meet capacity and design new hire training plan
Manage on time handing and resolution of the contacts across channels (call chat email etc) to meet the service quality standards
Develop and implement the framework to manage service quality (audit parameters sampling methodology) and drive process improvements to deliver high quality support
Develop plan and implement standards mechanisms and systemic solutions to optimize for efficiency quality and cost
Create and implement solutions/mechanisms to incorporate learnings from seller contacts (VOS insight mining etc) to partner with product GTM and tech to improve the overall product experience
Develop and review metrics goals and set up reporting mechanisms and data analysis to measure performance
About the team
The vision of Smartcommerce team is to digitize brand owners and selling partner by providing a suite of product offerings across the businesss lifecycle. Within this we are building a solution to enable sellers to set up their website & scale their independent online business serving their customers with the most effective ways possible. In other words we want to be the one stop shop for all ecommerce needs of small & medium D2C brands.
7 years of production executives management experience
3 years of operations management in a contact centre environment experience
Knowledge of Excel at an advanced level
Experience using data and metrics to drive improvements
Experience with Excel or Tableau (data manipulation macros charts and pivot tables)
Knowledge of process improvement ideally including Lean Kaizen and Six Sigma
Experience in project management
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process including support for the interview or onboarding process please visit for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.
We are looking for a customer obsessed support leader who is responsible for managing the delivery and quality of support experience for all Smart Commerce merchants with vendor managed operations. You will be the single threaded owner to manage end to end support experience for service quality on time resolution setting up and overseeing processes with all cross functional teams (quality training HR ops tech) and partner with internal business teams to eliminate support contacts. This is a highimpact role requires strong attention to detail and great deep dive skills to set up and scale support experience across all Smart Commerce offerings and build sustainable processes through mechanisms.
Key job responsibilities
Manage the end to end experience for all merchant contacts through all channels (selfserve and assisted) within the defined performance metrics
Manage a team of 1P team onboarding and support associates/leads.
Collaborate with the outsourcing partner to plan for resource capacity on time hiring to meet capacity and design new hire training plan
Manage on time handing and resolution of the contacts across channels (call chat email etc) to meet the service quality standards
Develop and implement the framework to manage service quality (audit parameters sampling methodology) and drive process improvements to deliver high quality support
Develop plan and implement standards mechanisms and systemic solutions to optimize for efficiency quality and cost
Create and implement solutions/mechanisms to incorporate learnings from seller contacts (VOS insight mining etc) to partner with product GTM and tech to improve the overall product experience
Develop and review metrics goals and set up reporting mechanisms and data analysis to measure performance
About the team
The vision of Smartcommerce team is to digitize brand owners and selling partner by providing a suite of product offerings across the businesss lifecycle. Within this we are building a solution to enable sellers to set up their website & scale their independent online business serving their customers with the most effective ways possible. In other words we want to be the one stop shop for all ecommerce needs of small & medium D2C brands.
7 years of production executives management experience
3 years of operations management in a contact centre environment experience
Knowledge of Excel at an advanced level
Experience using data and metrics to drive improvements
Experience with Excel or Tableau (data manipulation macros charts and pivot tables)
Knowledge of process improvement ideally including Lean Kaizen and Six Sigma
Experience in project management
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process including support for the interview or onboarding process please visit for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.
Employment Type
Full-Time
Key Skills
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