Account & Customer Care Manager (Amazon Supplement Brand)

Concepta is a global brand accelerator with a remote-friendly team of international experts. We are focused on building and scaling supplement brands for the U.S.

We believe the next generation of consumer brands will be more meaningful, more human, and more connected to people's values. Our vision is to build those brands. Brands that deliver lasting value, trust, and a better quality of life.

We are on a mission to create and grow supplement brands that are scalable, relevant, and emotionally resonant. And now we need an Account & Customer Care Manager to keep our accounts healthy, our listings compliant, and our customers taken care of across every channel we sell on!

What you'll be doing:

• Monitor Account Health, Performance Notifications, and Case Log daily, and triage risks before they turn into suspensions or deactivations.
• Prepare and submit appeals, disputes, and POAs to reinstate accounts and ASINs, and keep insurance policies current.
• Recover suppressed and stranded ASINs, fix broken variations, and create new listings and SKUs, including Vine enrollment.
• Run bulk catalog updates, variations, and category work via flat files, and keep content trackers up to date.
• Upload images, A+ Content, and copy (title, bullets, description, backend keywords) in line with Amazon policies.
• Request compliance documents from the supply chain team (invoices, COA, GMP, FDA registration, SDS, authorization letters), audit them, and attach them to cases.
• Handle customer inquiries across Amazon Buyer-Seller Messages, Shopify, and email within SLAs: orders, returns, refunds, chargebacks, complaints, and reviews.
• Log and tag every request, escalate non-standard cases, and turn returns and Voice of Customer data into insights for the product and brand teams.
• Oversee pricing health and Buy Box readiness, and configure coupons, Deals, and Prime Exclusive Discounts.
• Manage brands in Brand Registry: associations, user roles, trademark registrations, and complaints against hijackers and unauthorized sellers.
• Track Amazon policy updates, run content A/B tests, and deliver weekly reports on open cases and deadlines.

What we're looking for:

• 3+ years of hands-on Amazon account management experience, with advanced command of Seller Central - Account Health, Performance Notifications, Case Log, Brand Registry.
• Deep understanding of Amazon compliance policies, algorithms, category restrictions, listing rules, and Amazon SEO.
• Proven ability to handle account and ASIN reinstatements by drafting effective appeals, disputes, and POAs.
• Experience creating and escalating cases in Seller Support and Brand Registry Support past templated replies until they are actually resolved.
• Ability to review and audit compliance documentation (invoices, COA, GMP, FDA registration, SDS, authorization letters, insurance) and coordinate with the supply chain team to source what each case requires.
• Advanced execution of bulk updates, error handling, product categorization, and variant creation and editing using flat files.
• Ability to manage visual content, A+ Content, and Store pages, and to optimize keyword-rich copy in strict compliance with Amazon policies.
• Experience managing brands, supporting trademark registration, and handling intellectual property enforcement.
• Experience managing pricing health, Buy Box readiness, coupons, Deals, Prime Exclusive Discounts, and promotions.
• Experience managing customer inquiries across multiple channels (Amazon Buyer-Seller Messages, Shopify, email), handling returns, refunds, chargebacks, and disputes.
• Clear, empathetic customer writing that follows company scripts, templates, and tone of voice.
• Ability to analyze returns, Voice of Customer data, and recurring complaints, turn them into recommendations, and maintain structured trackers and documentation.
• English level B2 or higher — confident business correspondence, day-to-day communication with Amazon Seller Support, and clear, persuasive documents and appeals.

Additional skills we'd love to see:

• Experience using helpdesk systems like Zendesk or similar — tickets, macros, SLA tracking.
• Hands-on experience with sales channels beyond Amazon: Shopify, eBay, Walmart, or similar.
• Practical certifications or completed training in Amazon marketplace operations, e-commerce support, or helpdesk (Zendesk) management, including Amazon Specializations.
• Test buys and IP enforcement experience against hijackers and unauthorized sellers.
• Experience coordinating due diligence and asset packages for account or brand transfers on broker platforms.