Community Management Associate, Selling Partner Communities (SPC)
Amazon · Posted Oct 31
E-commerce, cloud computing, online advertising, and digital streaming services
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About the role
The Selling Partner Communities (SPC) organization builds connections with and among Selling Partners and supports their success through Amazon Seller Forums and social media. The team uses documented SOPs and tools such as Sprinklr and AI-assisted response tools to resolve Seller cases and moderate community channels. This role handles Seller Forums and social media cases, moderates threads, escalates issues, and supports community engagement initiatives.
What you will do
- Resolve Seller cases in Amazon Seller Forums across assigned categories following established SOPs and Playbooks, ensuring timely responses within defined SLAs.
- Handle Social Media cases via Sprinklr following defined triage procedures, routing escalations to senior team members.
- Moderate Forums threads and Social Media channels for community guidelines adherence, flagging policy violations for review.
- Troubleshoot seller issues using internal documentation (Help Hub, SOPs, Wiki).
- Escalate when actions deviate from available procedures.
- Maintain accurate case annotations, PAA notes, and closure codes for every case - ensuring traceability and seamless handoffs.
- Support community engagement initiatives as directed, contributing to healthy Amazon-Seller conversations across Forums and Social channels.
- Identify recurring seller pain points during daily case work and flag to senior CMs or Category Captains for trend analysis.
- Support program/project activities for launches, announcements, and process changes as directed.
- Participate in knowledge sharing, cross-training, and team meetings to build category expertise.
- Leverage AI-assisted response tools for case efficiency, validating all AI outputs before posting for accuracy.
Skills used in this role
What the employer is looking for
- 1+ years of sales experience
- Bachelor's degree
Preferred qualifications
- Experience with industry standard social listening and campaign management tools
- Experience working with fast-moving, high-performance teams and driving innovative solutions tailored to unique business environments
- Experience in written and spoken English and an ability to compose grammatically correct, concise and accurate written responses
- Experience troubleshooting issues using documentation and knowledge bases
- Willingness to learn and adopt new technologies including AI-assisted tools
Benefits and support
- Compensation and benefits are detailed in the job posting
About Amazon
Amazon.com, Inc. is a multinational technology conglomerate focusing on e-commerce, cloud computing, online advertising, digital streaming, and artificial intelligence. Recognized as one of the world's most valuable brands, it operates the largest internet retail marketplace globally alongside its prominent cloud platform, Amazon Web Services (AWS).
- Industry
- E-Commerce
- Company size
- 1576000+ employees
- Founded
- 1994-07-05
- Location
- Seattle, Washington, USA
- Funding stage
- Public Company
Funding
Public Company · $8M raised
- 2013-03-22Post Ipo Debt$200M
Leadership
President and Chief Executive Officer
Founder and Executive Chair
Senior Vice President and Chief Financial Officer
Matt Garman
CEO, Amazon Web Services
CEO, Worldwide Amazon Stores
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