Lago
Retail
CustomerServiceSpecialist/CSR
Neural analysis suggests this role is
optimal for Mid candidates.
“Customer Service Specialist / CSR at Lago. Skills: Customer support, Customer resolution, Negative feedback remediation, Return and refund coordination, Buyer-seller messaging. Independently manage buyer messages, product reviews, negative feedback remediation, and return and refund coordination across an assigned book of client accounts. Acts as subject matter expert (SME) or Trainual content owner for one specialized Customer Service function, providing guidance to peers”
What You'll Achieve.
Ensuring a positive and compliant buyer experience on the Amazon platform; Maintains or exceeds department-established performance standards
Industry & Context.
Resolving buyer concerns; Analyzing data related to buyer complaints and review trends; De-escalate buyer situations; Applying good judgment to non-standard choices; Choosing correct escalation path
What They're Looking For.
Must Have
Two to three (2-3) years of customer support or customer resolution experience, preferably within an eCommerce setting, Demonstrates a understanding of business, procedures, and specialized, written and verbal communication skills with the ability to de-escalate buyer situations, Detail-oriented with a proactive approach to resolving buyer concerns, ability to analyze data related to buyer complaints and review trends
Nice to Have
Hands-on experience with Amazon Seller Central buyer-seller messaging, Feedback Manager, and Voice of the Customer dashboards, Experience with A-to-z claim responses and chargeback documentation, Prior experience owning a Customer Service book of work in an agency or multi-brand environment
What You'll Do.
Independently manage buyer messages
negative feedback remediation
and return and refund coordination across an assigned book of client accounts
Acts as subject matter expert (SME) or Trainual content owner for one specialized Customer Service function
providing guidance to peers
Owns end-to-end negative feedback and product review remediation workflows
and escalation to Amazon when required
Coordinates return and refund decisions directly with brand management
Synthesizes trends (defect patterns
listing accuracy gaps
image/copy mismatches) and hands them off on a regular cadence to the Listing and Case Specialist teams
Identifies buyer complaints rooted in FBA issues (damaged inventory
wrong item shipped) and routes them to the FBA Resolution team with proper documentation
Utilizes structured escalation paths with Amazon for complex buyer-seller disputes
Provides guidance to Customer Service Specialist peers on day-to-day casework
Leverages external resources such as blogs
and seller forums to stay current on Amazon buyer-side policy changes
Maintains or exceeds department-established performance standards
How You'll Work.
Team & Collaboration
Provides guidance to Customer Service Specialist peers; Hands off synthesized trends to Listing and Case Specialist teams; Routes FBA issues to the FBA Resolution team; Contributes meaningfully to cross functional goals
Communication Scope
Written communication; Verbal communication; Clear escalation write-ups
Full Job Description
Job Title: Customer Service Specialist / CSR Location: Remote | Serbia Schedule: 9am-5pm PST Salary: $10 - $15 per hour ($1,600 - $2,400) The Customer Service Specialist II works under general supervision and follows company and department policies and procedures to independently manage buyer messages, product reviews, negative feedback remediation, and return and refund coordination across an assigned book of client accounts, ensuring a positive and compliant buyer experience on the Amazon platform. Acts as subject matter expert (SME) or Trainual content owner for one specialized Customer Service function, providing guidance to peers. ### Key Responsibilities * Through the use of company and department practices and procedures, independently manages buyer-seller messaging across an assigned book of client accounts * Owns end-to-end negative feedback and product review remediation workflows, including submission, follow-up, and escalation to Amazon when required * Coordinates return and refund decisions directly with brand management * Synthesizes trends (defect patterns, listing accuracy gaps, image/copy mismatches) and hands them off on a regular cadence to the Listing and Case Specialist teams * Identifies buyer complaints rooted in FBA issues (damaged inventory, wrong item shipped) and routes them to the FBA Resolution team with proper documentation * Utilizes structured escalation paths with Amazon for complex buyer-seller disputes * Acts as an SME or Trainual content owner for at least one Customer Service function (e.g., feedback removal, A-to-z claim prevention, returns) * Provides guidance to Customer Service Specialist I peers on day-to-day casework * Leverages external resources such as blogs, LinkedIn, and seller forums to stay current on Amazon buyer-side policy changes * Maintains or exceeds department-established performance standards * Other duties as assigned **Requirements** ### Required Skills * Two to three (2-3) years of customer support or cust
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