SPS Associate, SPS

The SPS Associate acts as the primary point of contact between Amazon and our Selling Partners (Sellers and Vendors) who sell their products through the Amazon marketplace. Operating in a 24x7 environment on rotating shifts, five days a week, Associates support Selling Partners across a mix of email, chat, and call channels — answering questions and resolving issues regarding Amazon's technology platforms, business policies, and operational processes. The successful candidate is 'Customer Obsessed', has a strong record of customer focus, and a keen interest in process improvement. Associates use standard operating procedures (SOPs) to research and resolve cases, multi-tasking across a variety of software tools to navigate Selling Partner accounts and communicate accurate, customer-friendly solutions while meeting service-level agreements across all channels.

Key job responsibilities

• Act as the first point of contact between Selling Partners and Amazon, delivering timely, accurate, and customer-friendly support across a mix of email, chat, and call channels in a 24x7 operation.
• Work rotating shifts, five days a week, adapting flexibly to changing business needs.
• Resolve complex Selling Partner queries end-to-end, using standard operating procedures (SOPs) alongside strong critical thinking, logical reasoning, and independent decision-making.
• Manage high volumes of inbound and outbound contacts — identify needs, clarify information, research every issue, and provide clear solutions.
• Navigate multiple software tools concurrently to research Selling Partner accounts, review policies, and communicate effective solutions.
• Build trust through empathy, active listening, and rapport, going the extra mile on every interaction.
• Consistently deliver on quality and productivity goals in a metric-driven environment while meeting SLAs across all channels.
• Record key case actions and notes as required to support accurate resolution and follow-up.
• Maintain excellent confidentiality and data security, adhering to company policies and the code of conduct.
• Collaborate with internal stakeholders and teams, and proactively drive process improvements.

A day in the life You'll start your shift by logging into our contact-center tools and picking up Selling Partner contacts across all three channels — phone, chat, and email. As part of a 24x7 operation, you'll work rotating shifts, five days a week. Throughout the day you'll research seller accounts and use our standard operating procedures (SOPs) to resolve issues ranging from account access to listing and payment questions — always aiming for a complete, accurate, first-contact resolution. You'll collaborate with internal teams on complex cases, track your quality and productivity goals, and join team huddles, remote engagement activities, and regular training. No two days look exactly alike.