AHS Specialist [SE], Account Health Support

In Account Health Support (AHS), we help third-party Sellers maintain and grow their businesses on the Amazon marketplace by ensuring compliance with Amazon policies. We interact with Sellers globally via phone and email in a contact center environment, answering questions and resolving issues related to Amazon's business policies, operational processes, and technology platforms. As an AHS Specialist with a compliance focus, you will serve as a primary point of contact for Sellers navigating sensitive account health matters — including appeals, policy violations, enforcement actions, and compliance requirements across multiple legislations. This role requires strong judgment, problem-solving skills, and the ability to manage high-stakes conversations with pre-suspension and post-suspension Sellers in poor standing. This is a phone-based support role with high seller interaction. You will manage significant inbound and outbound call volumes (up to 80% of work time), requiring excellent verbal communication and de-escalation abilities to redirect difficult conversations and guide Sellers toward viable solutions. Key job responsibilities - Supporting Amazon's Selling Partners to resolve incoming account health issues via phone and email channels - Managing high volumes of inbound and outbound calls, demonstrating strong de-escalation and communication skills in every interaction - Conducting thorough investigations to identify root causes of account health issues, including policy violations, enforcement actions, and appeals - Identifying Seller needs, clarifying information, researching issues, and providing clear, accurate solutions - Redirecting difficult phone conversations with empathy and professionalism when engaging with Sellers facing suspension or enforcement actions - Serving as a dedicated contact for Sellers throughout their compliance journey across applicable legislations including but not limited to Amazon's policies and EU regulations — covering product compliance, sustainability, and general product safety (GPSR) - Executing structured outreach plans including proactive contacts, follow-ups, and pre-enforcement outreach - Educating Sellers on compliance requirements and guiding them through necessary documentation and actions - Supporting enforced Sellers through targeted regain outreach and education, helping them return to compliant status - Monitoring progress across all applicable compliance verticals, ensuring timely updates and case closure - Documenting all Seller interactions and information according to standard operating procedures - Managing seller interactions through centralized mechanisms to ensure complete visibility, consistency, and audit readiness - Accurately logging all actions, communications, and documents to maintain high data integrity - Consistently achieving productivity and quality performance goals in a metric-driven environment - Exemplifying Amazon's Leadership Principles, particularly Customer Obsession, by displaying genuine empathy and passion for our Sellers - Attending regular training sessions and staying current on product details, policies, and compliance requirements - Collaborating with various internal stakeholders and teams - Identifying and driving process improvements - Any other duties and special projects as directed by management in keeping with the employee's skills and experience