Customer Service Specialist

Lago

Customer Service Specialist managing buyer messages and feedback remediation for Amazon. Ensuring a compliant buyer experience and providing guidance as a subject matter expert.

Posted 5/8/2026full-timeRemote • 🇷🇸 SerbiaJuniorMid-Level💰 $10 - $15 per hourWebsite

About the role

Key responsibilities & impact

Through the use of company and department practices and procedures, independently manages buyer-seller messaging across an assigned book of client accounts
Owns end-to-end negative feedback and product review remediation workflows, including submission, follow-up, and escalation to Amazon when required
Coordinates return and refund decisions directly with brand management
Synthesizes trends (defect patterns, listing accuracy gaps, image/copy mismatches) and hands them off on a regular cadence to the Listing and Case Specialist teams
Identifies buyer complaints rooted in FBA issues (damaged inventory, wrong item shipped) and routes them to the FBA Resolution team with proper documentation
Utilizes structured escalation paths with Amazon for complex buyer-seller disputes
Acts as an SME or Trainual content owner for at least one Customer Service function (e.g., feedback removal, A-to-z claim prevention, returns)
Provides guidance to Customer Service Specialist I peers on day-to-day casework
Leverages external resources such as blogs, LinkedIn, and seller forums to stay current on Amazon buyer-side policy changes
Maintains or exceeds department-established performance standards
Other duties as assigned

Requirements

What you’ll need

Two to three (2-3) years of customer support or customer resolution experience, preferably within an eCommerce setting
Demonstrates a strong understanding of business, procedures, and specialized functions;
Strong written and verbal communication skills with the ability to de-escalate buyer situations
Detail-oriented with a proactive approach to resolving buyer concerns
Strong ability to analyze data related to buyer complaints and review trends
Hands-on experience with Amazon Seller Central buyer-seller messaging, Feedback Manager, and Voice of the Customer dashboards (Preferred)
Experience with A-to-z claim responses and chargeback documentation (Preferred)
Prior experience owning a Customer Service book of work in an agency or multi-brand environment (Preferred)

Benefits

Comp & perks

Remote Work: Work from anywhere—our team is global, and we value work-life balance.
Growth Opportunities: As a key player i you’ll have the chance to shape your role and grow with us.
Innovative Culture: Join a team that is passionate about leveraging data to solve challenges and drive success in a rapidly evolving market.
As part of our recruitment process, all candidates will be kindly asked to agree to Lago’s Confidentiality and Non-Circumvention Agreement. This ensures a respectful and professional experience for everyone involved.

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

customer supportcustomer resolutiondata analysisfeedback removalA-to-z claim responseschargeback documentationbuyer-seller messagingproduct review remediationreturn and refund decision coordinationdefect pattern synthesis

Soft Skills

strong written communicationstrong verbal communicationde-escalationdetail-orientedproactive problem solvingguidanceteam collaborationtrend analysisindependent managementperformance standards adherence