Seller Support & Self Service Manager, Out of Country - Cross border LatAm
Amazon•Published 1 days ago•First seen 22 hours ago
Amazon Cross Border Team has been helping businesses increase sales and reach new customers around the globe. Today, more than 50% of Amazon's total unit sales come from third-party selection. The Cross Border into Latam team is responsible for international Sellers' success and growth on Amazon. Our vision is to be the first choice for all types of Global businesses to join Latam.
We are seeking a detail-oriented, seller-obsessed Seller Support & Self-Service Content Manager to own the self-help content strategy for Selling Assistant, improve Seller Support SOPs, and serve as the Seller Communications SME for the OOC business. In this role, you will reduce seller friction by ensuring support content is accurate, scalable, and aligned with the evolving needs of international sellers in Brazil.
Key job responsibilities
Joining the Global Selling into Latam team means partnering with a dynamic and creative group who set a high bar for innovation and success in a fast-paced and changing environment. To be successful in this role, you need to feel comfortable navigating broad and diverse topics such as Taxes, Accounting, international trade, importations, marketing, operations, working with tech teams, and dealing with a high level of uncertainty.
We are seeking a detail-oriented, seller-obsessed Seller Support & Self-Service Content Manager to own the self-help content strategy for Selling Assistant, improve Seller Support SOPs, and serve as the Seller Communications SME for the OOC business. In this role, you will reduce seller friction by ensuring support content is accurate, scalable, and aligned with the evolving needs of international sellers in Brazil.
Key job responsibilities
- Self-Help Content Management: Create, update, and maintain self-help content within Selling Assistant, ensuring international sellers can resolve common issues without contacting support.
- SOP Improvement: Audit, redesign, and improve Seller Support Standard Operating Procedures, driving resolution accuracy and reducing handle time.
- Seller Communications SME: Serve as the subject matter expert for seller-facing communications, owning tone, accuracy, and consistency of messaging across email, notifications, and in-app content for OOC sellers.
- Content Gap Analysis: Identify gaps in self-service coverage by analyzing contact drivers, ticket themes, and seller feedback; prioritize content creation based on volume and impact.
- Cross-Functional Coordination: Partner with Seller Support, Product, and Program teams to ensure SOPs and content reflect the latest policy changes, tool updates, and process improvements.
- Quality & Compliance: Ensure all seller-facing content meets Amazon's editorial standards, legal requirements, and localization needs.
- Metrics & Reporting: Track content effectiveness through deflection rates, CSAT, contact reduction, and SOP adherence metrics; develop and execute recommendations for improvements.
- Process Automation: Identify opportunities to automate content updates and SOP distribution to reduce manual overhead and improve freshness.
Joining the Global Selling into Latam team means partnering with a dynamic and creative group who set a high bar for innovation and success in a fast-paced and changing environment. To be successful in this role, you need to feel comfortable navigating broad and diverse topics such as Taxes, Accounting, international trade, importations, marketing, operations, working with tech teams, and dealing with a high level of uncertainty.
Basic Qualifications
- Bachelor's degree
- Experience in development or technical support, or experience troubleshooting and documenting findings
- Speak, write, and read fluently in English
- Experience with computer skills, including proficiency in MS Office (Word, Excel, PowerPoint), or experience in editorial writing
- Experience in content acquisition team management
Preferred Qualifications
- Experience with sales enablement platforms
- Speak, write, and read fluently in Portuguese
- Experience using data and metrics to drive improvements
- Experience managing customers service teams