Amazon Operations & Customer Experience Specialist

Company Profile:
We make premium kitchen tools for people who cook from scratch — food mills, canning kits, and accessories trusted by home cooks, homesteaders, and food-craft enthusiasts. We're a growing brand sold across Amazon US, CA, UK, Walmart, TikTok Shop, and Shopify. We're lean, fast-moving, and obsessed with quality. Our team is fully remote and spans multiple countries.

The Position:
We need someone who owns Amazon operations and customer experience like it's their own business, proactive, detail-oriented, and fast. You'll be the person who keeps our listings healthy, our customers happy, and our channels running clean across six platforms without being asked. The CEO should never be surprised by a suppressed listing, an unanswered customer complaint, a stranded FBA shipment, or a negative review left without a response. That's your job to prevent.
This role combines two functions that belong together: platform operations and customer experience. You'll own both.

What you will own:

Amazon Seller Central:
• Daily account health monitoring — catch and resolve issues before they escalate
• Case management: open, escalate, and close cases efficiently
• Listing health across all ASINs: suppressed, stranded, incomplete, flagged
• FBA shipment creation, tracking, and reconciliation
• Buy Box monitoring and escalation of anomalies
• Brand Registry — enforce IP, report hijackers, monitor for violations
• Vine enrollment coordination for new products
• Backend SEO maintenance (search terms, subject matter fields)
• Seller Feedback management — monitor, flag, and respond to negative feedback

Multi-Channel Platforms:
• Amazon CA: weekly management and listing maintenance
• Amazon UK: weekly management and listing maintenance
• Walmart Seller Center: weekly management and listing maintenance
• TikTok Shop: daily platform management — inventory, order flags, account health, policy compliance, violation monitoring
• Shopify: weekly listing and product management coordination
• Etsy: weekly management
• Cross-channel weekly summary report — platform status, open issues, anything flagged

Customer Experience:
• Customer email responses across all platforms — Amazon, Walmart, TikTok Shop, Shopify (daily, within 24 hrs)
• Review response strategy — respond to negative reviews on-brand, flag patterns to the CEO
• Returns & refund management across all platforms — process, track, identify recurring issues
• Amazon Seller Feedback — monitor, respond, escalate fraudulent or manipulative feedback
• ManyChat flows — customer service & email collection

Reporting:
• Weekly operations report delivered weekly — account health, open cases, customer issues, platform status, anything that needs a decision

Non-Negotiables:
• 3+ years managing Amazon Seller Central (brand-side preferred, not agency-side)
• Proven track record of winning Amazon cases and resolving suppressed listings
• FBA shipment management experience — you've created shipments, not just read about them
• Experience handling customer-facing communications in a professional, on-brand voice
• Available minimum 4 hours of overlap with EST business hours daily
• Excellent written English — clear, concise, proactive
• High attention to detail — you catch things before they become problems

Nice to Have:
• Helium 10 experience
• TikTok Shop or Walmart Seller Center experience
• Experience managing 3+ Amazon marketplaces simultaneously
• ManyChat or chatbot flow management experience
• Klaviyo or email platform experience
• Experience using Slack & Asana or similar project management tools