Amazon Customer Experience Agent (Remote)

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Job Description: 
Join Amazon’s Customer Experience team as a remote agent and deliver exceptional support to customers worldwide. As a customer-focused professional, you’ll assist with inquiries, resolve issues, and ensure seamless shopping experiences. Embrace the convenience of remote work while making a positive impact on Amazon’s global customer base. Amazon Customer Experience Agent (Remote)
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This position is fully remote. Candidates must be available to work at least 4 hours overlapping with the CST time zone.

About this Role: 
Glorious is a lifestyle gaming hardware company, built by passionate enthusiasts on a mission to change the status quo of the PC gaming industry. Since 2014 we’ve provided PC gaming hardware and accessories engineered for elite-level performance, premium quality, and high-end aesthetics.

Our company is rapidly growing, and as part of that growth, we are looking for an organized and customer-focused Amazon Customer Experience Agent. This person will be responsible for supporting customers who purchase Glorious products via Amazon. They will own support messaging and documentation, as well as monitoring customer returns. Candidates should also have experience with and a passion for PC gaming or peripherals.

This role reports to the Director of North American Sales. The person in this role will work cross-collaboratively with the rest of our Amazon-focused team and externally with customers across a wide range of locations and time zones. Amazon Customer Experience Agent (Remote)

Compensation: 
The starting hourly wage for this role will vary depending on knowledge, skills, experience, education, and geographical location.

Key Responsibilities

  • Review and respond to incoming Amazon Customer Support messages
  • Analyze the Voice of the Customer (VoC) dashboard and respond to product reviews as necessary
  • Escalate any issues raised from reviews or support messages to the appropriate internal team for resolution
  • Review Glorious Account feedback/the Account Health and responding to reviews or escalating issues as necessary
  • Monitor the Amazon Customer Returns dashboard
  • Create and update support documentation for each product listing

Requirements

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  • Ability to schedule at least four (4) hours of overlap with CST working hours daily
  • Professional fluency in English
  • Access to a reliable high-speed internet connection
  • 2+ years of experience in an Amazon-centric customer support role, including responding to support messages (in real-time or email format), replying to product or account reviews, and updating product listings
  • 2+ years of experience creating and updating product/support documentation for use on Amazon or other platforms
  • Strong knowledge of and experience with the gaming industry and PC hardware/peripherals
  • Clear, cohesive written communication across a variety of platforms/lengths
  • The ability to keep a cool head under pressure and use best judgment in potentially difficult situations
  • Knowledge of customer support best practices, tools, and KPIs


Benefits:
This is a contract role and is not currently eligible for benefits.

About Glorious: 
Based in Dallas, TX, United States, Glorious has grown rapidly through the support of a community of PC gaming enthusiasts and professionals. Every new member of our team has a direct impact on shaping our future.
Glorious offers the chance to work within an environment where you will have the freedom and flexibility to take the reins on your career. We invite you to become part of an amazing team dedicated to pushing the boundaries of possibility and shifting the PC gaming industry’s status quo.