Customer Success Specialist

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Oversee account health, listing performance, Buy Box status, and key KPIs, proactively identifying anomalies to report to the Media team or Account Manager.

• Address listing, inventory, and compliance challenges; initiate and manage cases with Amazon Support to avert suspensions and uphold strong account integrity.

• Organize and manage FBA shipments while overseeing inventory and replenishment reporting to minimize stock-outs and operational interruptions.

• Update, maintain, and enhance product catalogs on Amazon, which includes bulk uploads, backend modifications, and troubleshooting product feeds.

• Perform keyword research to guide listing optimization and media strategies.

• Analyze competitors’ pricing, creative assets, placements, and marketplace strategies to pinpoint opportunities and potential risks for each brand.

• Review notes and transcripts from client calls, converting discussion points into clear tasks, responsible parties, and timelines in Asana (or similar tools).

• Manage timelines and collaborate with cross-functional teams (Paid Search, Creative, etc.) to ensure timely completion of deliverables.

• Monitor progress toward client objectives and internal milestones, keeping stakeholders updated on status, risks, and next actions.

• Create recurring performance reports and maintain client dashboards, trackers, and necessary reporting sheets.

• Compose clear and concise client updates via email and Slack, proactively seeking answers from internal experts and collaborating with the Account Manager on final messaging.

• Assist in the development of QBRs, including data collection, slide preparation, and narratives that link performance results to strategies and future plans.

• Track Voice of Customer feedback and other signals, responding appropriately and highlighting insights that inform catalog, operations, and product decisions.

⛳️ Requirements

• Excellent proficiency in English, with clear and professional written and verbal communication skills for engaging with clients and internal teams.

• Minimum of two years of experience in the Amazon marketplace (required).

• Advanced skills in Amazon catalog management and backend operations, including bulk uploads, product feed troubleshooting, and familiarity with Voice of Customer and Account Health dashboards.

• Comprehensive understanding of Amazon policies, listing guidelines, Buy Box dynamics, and best practices for maintaining account health and preventing suspensions.

• Background in customer success or account coordination roles, demonstrating experience in managing timelines, reporting, and client communication in e-commerce or marketing settings.

• Proficient in MS Office and/or Google Workspace, with a comfort level using Asana (or similar project management tools) and Slack for cross-functional collaboration.

• Exceptional communication, organizational, and time management abilities; detail-oriented, proactive, and skilled at managing multiple priorities across global teams.

• Bachelor’s degree or equivalent experience.

• Genuine passion for e-commerce, marketplace growth, and collaborating with diverse clients and brands to drive long-term success.

🏝️ Benefits

• Culture-Driven: Our core values—Be a Leader, Get It Done, Be Inquisitive, and Have Humility—are not just words. They serve as the foundation for every success and the reason our team flourishes and evolves.

• Empowered Growth: With transparent leadership, mentorship, and genuine opportunities for skill enhancement and career advancement, your ambitions can soar without limits.

• Opportunity for Impact: Small enough for your voice to be heard yet large enough to collaborate with some of the world’s most exciting brands.

• True Flexibility: Tailor your workday to fit your life, wherever you are, enjoying both remote autonomy and collaborative engagement.