Customer Support and Account Health Analyst

Job Description

Provide timely responses to customer messages on Amazon, adhering to service level agreements (SLAs). Manage and strategically dispute A-to-Z claims with well-crafted arguments. Proactively request the removal of negative feedback when applicable. Monitor key daily metrics, including Order Defect Rate (ODR), Valid Tracking Rate (VTR), On-Time Delivery Rate (OTDR), and Late Shipment Rate. Identify recurring complaint patterns by SKU and report findings to leadership. Take proactive measures to prevent fraud through detailed profile analysis. Thoroughly document each case, including the root cause and actions taken.

Qualifications

1. Must reside in Brazil's North or Northeast region. 2. Must possess or be willing to register as an MEI (individual micro-entrepreneur). 3. Must have personal computer and a stable internet connection. 4. Must have real availability to work on U.S. Eastern Time schedule. 5. Must have a mobile phone available throughout the workday. 6. Fluent Portuguese. 7. Intermediate English proficiency (reading and writing – systems are in English). 8. Experience using spreadsheets (Google Sheets or Excel). 9. Analytical profile. 10. Practical knowledge of artificial intelligence.