Job Description

Team Leader - Amazon Seller Central Customer Service, OTD, Feedback & Claims

Role purpose

Lead a customer experience and operations support pod to handle Buyer-Seller Messaging, returns/refunds, feedback management, A-to-Z/SAFE-T/INR claims, and cross-functional escalations, while improving On-Time Delivery (OTD) and Seller Performance metrics through data-driven SOPs and coaching.

Key responsibilities

Customer service leadership Own daily ticket queues across buyer messages, returns, refunds, and order exceptions with strict SLAs and quality standards. Act as escalation point; ensure first-contact resolution and accurate policy application in responses and case documentation. Feedback management Monitor Feedback Manager, dispute non-compliant feedback, reduce negative feedback rate, and drive proactive remediation with clear playbooks. Claims and escalations Prepare evidence and POAs for A-to-Z, SAFE-T, INR, and FBA reimbursement claims; run appeal workflows and maintain high win rates. OTD ownership Track OTD by carrier, lane, and ship method; drive RCAs for misses and implement fixes with warehouse and last-mile partners. SOPs, audits, and coaching Maintain SOPs for tickets, feedback, claims, and OTD exceptions; conduct weekly audits and 1:1 coaching based on quality gaps. Cross-functional coordination Partner with fulfillment, carriers, listings/content, finance, and account health teams to resolve systemic defects affecting CX and OTD. Reporting and governance Publish WBR/MBR on SLAs, OTD, feedback, and claims outcomes; drive action items to closure with owners and timelines.

Required experience

3-6 years in Amazon Seller Central operations with 1-3 years leading CS/support teams handling escalations, feedback, and claims. Demonstrated OTD improvement using KPI dashboards, lane analysis, carrier reviews, and SOP/process changes. Strong policy knowledge across returns/refunds, feedback removal criteria, A-to-Z/SAFE-T documentation standards.

Skills and competencies

Marketplace expertise: Seller Central workflows (Buyer-Seller Messages, Feedback Manager, Returns/Refunds, Claims, Account Health). Analytical rigor: Excel/Sheets and dashboard familiarity; comfort with OTD metrics, SLA adherence, queue and backlog management. Leadership: Real-time floor management, shift planning, performance coaching, and root-cause problem solving under pressure. Communication: Clear written responses, persuasive escalations, and crisp stakeholder updates; bias for ownership and customer obsession.

KPIs

OTD Rate: on-time deliveries ? total deliveries x 100, segmented by carrier/lane/promise class. Ticket SLAs: First response time, average handle time, resolution time, first-contact resolution rate, escalation aging. Feedback health: Negative feedback rate, removal success rate, average time-to-remediation. Claims outcomes: A-to-Z rate, SAFE-T approval rate, documentation quality score, appeal turnaround time.

Tools and processes

Seller Central modules: Buyer-Seller Messaging, Feedback Manager, Returns/Refunds, Claims, Account Health; SOPs for each workflow.

Education and certification

Bachelor's degree preferred, CS leadership, or analytics are a plus.

Work conditions

Shift-based leadership with weekend/holiday coverage as needed
Job Type: Full-time

Pay: ?20,000.00 - ?40,000.00 per month

Benefits:

Provident Fund
Work Location: In person