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Publisher Support Specialist, Kindle Managed Publisher support

Overview:
We are looking for a Publisher Support Specialist to support publishers selling e-books on Amazon. The Publisher Support Specialist will be one of the support teams between Amazon and vendors who want to use our platform.
This role is responsible for supporting Kindle Managed and Enterprise Publishers (KMP and KEP) to publish their content in Kindle smoothly by removing any blockers. Additionally, this role assesses customer issues from a technical and operational perspective to improve customer experience and provides solutions to ensure the best interaction between customer and Amazon with ownership.

Opportunities await strong candidates looking for a fast-growing, dynamic, challenging, innovative, and fun work environment. This is a unique opportunity to be a part of a revolutionary product that will change the way people read.

Key job responsibilities

Responsibilities:

1. Provide solutions by removing any blockers on process, tool, and operation.
2. Provide technical advice and coaching to team members for performance improvement.
3. Be responsible as the first point of contact for escalations from publishers with strong ownership.
4. Lead continuous improvement on process, policy, and tool through audit or data analysis of publisher contacts.
5. Work together with relevant stakeholders to solve publisher issues.
6. Identify improvement areas of efficiency for customers and team members through daily work observation.
7. Provide guidelines on time adherence and lobby management.
8. Encourage the team to create a positive environment and to collaborate with stakeholders.

A day in the life

This is one of the example cases for this role.

• Vendor Contact handling (30%)
• Business task operation (30%)
• Project (20%)
• Meeting with team/stakeholders (15%)
• Others (5%)

BASIC QUALIFICATIONS

Requirements:

1. Demonstrated experience of at least 1 year in a front line external (customer or supplier) facing role requiring email, voice, or message board type of interactions with customers/sellers.
2. Demonstrated ability to work as an effective team member.
3. Excellent verbal communication skills required. Must be able to interact with external parties like customers and suppliers comfortably.
4. Excellent written communication skills. Should be able to understand a complex problem and draft a concise email response.
5. Strong analytical skills and ownership required. Must be able to understand problems that vendors are facing, categorize, document, and decide on a course of action on when and to whom to escalate.
6. Detail-oriented and process-focused. Must be able to follow the process and document interactions as per requirements in a clear and concise manner.
7. Must be fluent in Japanese in both written and verbal communication.

PREFERRED QUALIFICATIONS

Preferred Qualifications:

1. Must be fluent in English in both written and verbal communication.
2. Experience in a technical support process, especially for web-enabled software products or services is highly preferred.
3. Basic familiarity with web technologies, HTML, and SQL is highly desirable.
4. Experience working in a customer service or call center preferred.
5. Experience working under pressure in a fast-paced and ambiguous work environment while consistently meeting standards for productivity and quality.
6. Prior experience in process improvement initiatives or Six Sigma type of projects is preferred.

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