Sr. Amazon Customer Service and Operations Associate

We are seeking a motivated and customer-focused individual to join our team as a Senior Amazon Customer Service and Operations Associate. In this role, you will not only manage customer inquiries and reviews but also own the strategy, process improvements, and team guidance that drive customer satisfaction and operational excellence. You will work cross-functionally with marketing, operations, and product teams to ensure that iRestore delivers world-class customer experiences across Amazon and beyond. Customer Experience Leadership: Oversee Amazon customer service operations with an emphasis on scalable processes, automation, and efficiency improvements. Escalation & Complex Case Handling: Take ownership of high-stakes or escalated cases, providing expert judgment to resolve sensitive issues and protect brand reputation. Review Strategy & Reputation Management: Develop and execute a comprehensive review management strategy (beyond day-to-day outreach), including proactive engagement, sentiment analysis, and long-term reputation building on Amazon and other platforms. Negative Feedback Mitigation: Lead initiatives to systematically reduce negative feedback, collaborating with product, quality, and operations teams to address root causes. Amazon Policy & Compliance Oversight: Stay current with Amazon policy updates and enforce compliance in review management, return handling, and competitor takedown strategies. Team Guidance & Training: Mentor junior team members (e.g., CS associates), provide SOPs, and implement training to elevate the team’s capabilities. Cross-Functional Collaboration: Partner with marketing, product, and operations teams to align customer insights with business decisions, contributing to strategy beyond customer service. Reporting & Insights: Build advanced dashboards and trackers to measure CSAT, review velocity, return reasons, and operational KPIs. Present insights regularly to leadership. Competitor Takedown: Identify and report competitors using black hat techniques in the hair growth device and LED face mask device categories through Amazon support cases, ensuring fair competition in the Best Sellers Rank (BSR).