ECR Specialist I [A], Emerging Stores ECR
- Hiring from
- Colombia
- Work type
- Remote
- Posted
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Description
Are you a resourceful problem-solver who thrives on turning complex customer challenges into meaningful improvements? Amazon's Executive Customer Relations (ECR) team is looking for a Specialist I to resolve the highest-priority customer escalations and translate those insights into lasting process improvements. In this role, you will investigate and resolve cases that reach the executive level, identify root causes behind recurring issues, and work with partner teams to implement fixes that stick. This is a remote role, so you should be comfortable collaborating through video calls, messaging platforms, and other remote communication channels. As the team grows globally, this is a compelling time to join and make a real impact on how Amazon serves its customers.
Key job responsibilities
Investigate and resolve highly escalated customer concerns by reviewing account details, policies, and available resources, then crafting clear responses that educate the customer and address the issue.
Identify root causes behind escalated contacts and drive defect elimination by partnering with stakeholders across the organization to design and execute process improvements.
Collaborate with fellow ECR specialists to share knowledge, brainstorm approaches to complex cases, and align on best practices that raise the quality of customer resolutions across the team.
Communicate with cross-functional teams — including Customer Service management, product teams, and department liaisons — to research complaints, influence priorities, and advocate for the customer experience.
Analyze contact metrics and departmental data to spot trends, prioritize workload, and recommend strategies that reduce future escalations.
A day in the life
You will start your day by picking up escalated customer contacts from your queue. For each case, you review the customer's email, examine the account history, research applicable policies, and craft a resolution that addresses the issue completely. When a case reveals a systemic problem, you reach out to the responsible team or stakeholder to initiate a defect elimination effort, then follow up with both the customer and internal partners until the fix is confirmed. Your work blends independent investigation with collaborative problem-solving, giving you direct visibility into how your efforts improve the customer experience.
About the team
The Executive Customer Relations team is dedicated to resolving Amazon's most complex customer issues and amplifying the customer's voice across the organization. We partner with Customer Service operations, product teams, and business stakeholders to turn escalation insights into lasting improvements. While each specialist manages their own caseload independently, teamwork is a big part of how we operate — colleagues regularly share knowledge, brainstorm solutions together, and support one another on complex cases. Our team operates in a fully remote environment, connecting through video calls, instant messaging, and collaborative tools to stay aligned across regions. As we expand globally, we are creating new growth opportunities for our team members. Specialists regularly build skills in stakeholder management, written communication, and project leadership, with career paths into project management, people management, and beyond.
Key job responsibilities
Investigate and resolve highly escalated customer concerns by reviewing account details, policies, and available resources, then crafting clear responses that educate the customer and address the issue.
Identify root causes behind escalated contacts and drive defect elimination by partnering with stakeholders across the organization to design and execute process improvements.
Collaborate with fellow ECR specialists to share knowledge, brainstorm approaches to complex cases, and align on best practices that raise the quality of customer resolutions across the team.
Communicate with cross-functional teams — including Customer Service management, product teams, and department liaisons — to research complaints, influence priorities, and advocate for the customer experience.
Analyze contact metrics and departmental data to spot trends, prioritize workload, and recommend strategies that reduce future escalations.
A day in the life
You will start your day by picking up escalated customer contacts from your queue. For each case, you review the customer's email, examine the account history, research applicable policies, and craft a resolution that addresses the issue completely. When a case reveals a systemic problem, you reach out to the responsible team or stakeholder to initiate a defect elimination effort, then follow up with both the customer and internal partners until the fix is confirmed. Your work blends independent investigation with collaborative problem-solving, giving you direct visibility into how your efforts improve the customer experience.
About the team
The Executive Customer Relations team is dedicated to resolving Amazon's most complex customer issues and amplifying the customer's voice across the organization. We partner with Customer Service operations, product teams, and business stakeholders to turn escalation insights into lasting improvements. While each specialist manages their own caseload independently, teamwork is a big part of how we operate — colleagues regularly share knowledge, brainstorm solutions together, and support one another on complex cases. Our team operates in a fully remote environment, connecting through video calls, instant messaging, and collaborative tools to stay aligned across regions. As we expand globally, we are creating new growth opportunities for our team members. Specialists regularly build skills in stakeholder management, written communication, and project leadership, with career paths into project management, people management, and beyond.
Basic Qualifications
- Experience communicating technical concepts to a non-technical audience
- Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays
- Experience in communication and presentation skills, both written and verbal in Spanish & English
- Candidate must be currently in an escalations team/role with demonstrated proficiency in contact handling and consistently good performance metrics.
- Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays
- Experience in communication and presentation skills, both written and verbal in Spanish & English
- Candidate must be currently in an escalations team/role with demonstrated proficiency in contact handling and consistently good performance metrics.
Preferred Qualifications
- Experience that includes strong analytical skills, attention to detail, and effective communication abilities Experience working proactively and independently, meeting deadlines, and delivering on projects and tasks Experience organizing, prioritizing and scheduling work assignments Experience in project management disciplines including scope, schedule, budget, quality, along with risk and critical path management Experience in written and oral communication, including the ability to communicate with all levels in the organization (technical, business, executive)
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.
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.
