Amazon Autos is a new business aimed at improving the car-buying experience for Customers. Until today, customers buying a vehicle had to spend hours navigating a confusing and opaque car buying process. Customers had to go to numerous websites to compare vehicles, would find the exact vehicle they wanted to buy was not available at the dealer, and even if it was available, customers would spend even more time at the dealership interacting with multiple sales and finance associates negotiating the price, securing financing, and filling out the reams of paperwork required to complete the purchase. Amazon and participating dealerships have simplified the car buying process by developing a new automotive store. Customers can now search for and view vehicles for sale in their local area, across multiple brands, with no-haggle pricing and lending, and have confidence the vehicles are in stock. When the customer is ready to purchase a specific vehicle, they can complete the transaction from the comfort of their home knowing they receive a fair price and best available interest rate.
The successful Amazon Autos Sr. Support Specialist candidate will be able to (1) support customers in every step of the vehicle purchase journey including pre-purchase, checkout, and post-purchase inquiries, (2) make outbound phone calls to Customers and/or Dealers to expediate issue resolution, and (3) manage case files intake, referring cases to partner teams for customers who need additional support.
Successful candidates will exhibit a range of essential qualities and skills. They must be adept at navigating highly ambiguous environments where solution paths may be unclear, while demonstrating high levels of empathy and customer advocacy. Good judgment in discussing sensitive topics is crucial. Superior verbal and written communication skills are required, along with a thorough understanding and display of Amazon contact tenets and behaviors. Candidates should maintain a high level of executive presence and possess the ability to distinguish between systemic issues and one-off occurrences, taking appropriate action in each case.
Key job responsibilities
- Answer inbound chat & phone contacts from Customers and make outbound phone contacts when necessary.
- Listen closely to customers: Understand, paraphrase, empathize, and prioritize customer needs, then provide appropriate solutions.
- Demonstrate timely, accurate and professional customer service and contact resolution.
- Meet or exceed quality and productivity goals assigned by management.
- Use strong interpersonal and communication skills to work with varying audiences including customers, operational and business teams.
- Resolve work items with a sense of urgency, using provided escalation paths when necessary.
- Consistently follow departmental policies when resolving customer issues, and effective troubleshooting using provided documentation.
- Effectively use Amazon Autos tools and internal dashboards to provide an accurate response and an exceptional customer and business party experience.
- Actively seek solutions to customer needs, communicate trends to leadership, and suggest innovative solutions on behalf of the customer experience.
- Assist partner teams in understanding challenges the team and its customers face, leading to CS and end-customer experience improvements.
- Maintains knowledge of team-specific operational procedures as needed.
A day in the life
As an Amazon Autos Sr. Support Specialist I, your day begins by logging into AC3 (Amazon Customer Care Center) and reviewing any follow-ups from the previous shift. Throughout the day, you handle inbound customer contacts across multiple channels — phone, chat, and email — assisting customers with inquiries spanning the full vehicle purchase journey: from browsing and searching inventory, to checkout issues, and post-purchase follow-up including pickup scheduling and cancellations. You annotate cases thoroughly, transfer complex issues to the Back Office or Dealer Support teams when needed, and support peers as a subject matter expert on escalated scenarios. You maintain performance metrics including quality and productivity, while actively identifying trends and contributing to improvement suggestions. Your role requires balancing empathy with efficiency — navigating high-consideration purchases where customers expect personalized, trust-building interactions rather than scripted responses. The day wraps up ensuring all open cases are properly documented, and any outbound follow-ups are queued for the next shift.
- 2+ years of experience working at Amazon in customer-faced service or support roles, face to face and/or contact center.
- Experience in Customer Service, Customer Advocacy and/or Account Management roles.
- Must be in good standing, no written warnings in the last 90 days.
- Fluent English language proficiency required.
- Work schedule flexibility (including weekends).
- Knowledge of Amazon Tools: Amazon Customer Care Center (AC3), Paragon, Seller Central, Simple Issue Manager (SIM).
- Ability to thrive in an ambiguous and fast-paced work environment.
- Exceptionally strong customer handling, conflict resolution, and problem-solving skills; focusing on quality customer experience.
- Experience handling Customer Service escalations.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
The successful Amazon Autos Sr. Support Specialist candidate will be able to (1) support customers in every step of the vehicle purchase journey including pre-purchase, checkout, and post-purchase inquiries, (2) make outbound phone calls to Customers and/or Dealers to expediate issue resolution, and (3) manage case files intake, referring cases to partner teams for customers who need additional support.
Successful candidates will exhibit a range of essential qualities and skills. They must be adept at navigating highly ambiguous environments where solution paths may be unclear, while demonstrating high levels of empathy and customer advocacy. Good judgment in discussing sensitive topics is crucial. Superior verbal and written communication skills are required, along with a thorough understanding and display of Amazon contact tenets and behaviors. Candidates should maintain a high level of executive presence and possess the ability to distinguish between systemic issues and one-off occurrences, taking appropriate action in each case.
Key job responsibilities
- Answer inbound chat & phone contacts from Customers and make outbound phone contacts when necessary.
- Listen closely to customers: Understand, paraphrase, empathize, and prioritize customer needs, then provide appropriate solutions.
- Demonstrate timely, accurate and professional customer service and contact resolution.
- Meet or exceed quality and productivity goals assigned by management.
- Use strong interpersonal and communication skills to work with varying audiences including customers, operational and business teams.
- Resolve work items with a sense of urgency, using provided escalation paths when necessary.
- Consistently follow departmental policies when resolving customer issues, and effective troubleshooting using provided documentation.
- Effectively use Amazon Autos tools and internal dashboards to provide an accurate response and an exceptional customer and business party experience.
- Actively seek solutions to customer needs, communicate trends to leadership, and suggest innovative solutions on behalf of the customer experience.
- Assist partner teams in understanding challenges the team and its customers face, leading to CS and end-customer experience improvements.
- Maintains knowledge of team-specific operational procedures as needed.
A day in the life
As an Amazon Autos Sr. Support Specialist I, your day begins by logging into AC3 (Amazon Customer Care Center) and reviewing any follow-ups from the previous shift. Throughout the day, you handle inbound customer contacts across multiple channels — phone, chat, and email — assisting customers with inquiries spanning the full vehicle purchase journey: from browsing and searching inventory, to checkout issues, and post-purchase follow-up including pickup scheduling and cancellations. You annotate cases thoroughly, transfer complex issues to the Back Office or Dealer Support teams when needed, and support peers as a subject matter expert on escalated scenarios. You maintain performance metrics including quality and productivity, while actively identifying trends and contributing to improvement suggestions. Your role requires balancing empathy with efficiency — navigating high-consideration purchases where customers expect personalized, trust-building interactions rather than scripted responses. The day wraps up ensuring all open cases are properly documented, and any outbound follow-ups are queued for the next shift.
Basic qualifications
- Must be currently located in Costa Rica.- 2+ years of experience working at Amazon in customer-faced service or support roles, face to face and/or contact center.
- Experience in Customer Service, Customer Advocacy and/or Account Management roles.
- Must be in good standing, no written warnings in the last 90 days.
- Fluent English language proficiency required.
- Work schedule flexibility (including weekends).
Preferred qualifications
- Familiarity with US vehicle purchasing experience. Ex: working in automotive Customer support, dealer support, or dealership experience (sales, financing, service, etc.)- Knowledge of Amazon Tools: Amazon Customer Care Center (AC3), Paragon, Seller Central, Simple Issue Manager (SIM).
- Ability to thrive in an ambiguous and fast-paced work environment.
- Exceptionally strong customer handling, conflict resolution, and problem-solving skills; focusing on quality customer experience.
- Experience handling Customer Service escalations.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.