About the Company
Amazon is a world leader in e-commerce, cloud computing, digital streaming, and artificial intelligence. We are dedicated to pioneering innovations that enhance customer experience globally, pushing the boundaries of what’s possible. Join our dynamic team and contribute to a company that thrives on customer obsession, passion for invention, commitment to operational excellence, and long-term thinking.
Job Description
We are seeking a highly skilled and empathetic Online AI Customer Liaison to join our rapidly growing team. In this 100% remote role, you will be the crucial human touchpoint for customers interacting with our advanced AI systems. Your primary responsibility will be to interpret, refine, and provide expert written responses that leverage AI-generated insights, ensuring clarity, accuracy, and brand voice consistency. This role requires exceptional written communication skills, a deep understanding of customer service principles, and the ability to work collaboratively with AI tools to deliver superior support experiences. You will troubleshoot complex inquiries, provide detailed explanations, and maintain customer satisfaction through professional and precise written interactions.
Key Responsibilities
- Serve as the primary written communication specialist, translating complex AI-generated information into clear, concise, and professional customer responses.
- Review, edit, and refine AI-drafted responses to ensure accuracy, adherence to brand guidelines, and an empathetic tone.
- Proactively identify patterns in customer inquiries and AI performance, providing feedback to improve AI models and knowledge bases.
- Handle escalated customer issues with a focus on written resolution, ensuring customer satisfaction and retention.
- Collaborate with AI development teams, content creators, and other customer service departments to optimize the customer experience.
- Maintain a high level of product knowledge across Amazon's services to provide comprehensive support.
- Adhere to strict service level agreements (SLAs) for response times and quality.
- Utilize various customer relationship management (CRM) and AI tools effectively.
Required Skills
- Exceptional written communication and editing skills in English, with a strong grasp of grammar, spelling, and punctuation.
- Proven ability to articulate complex information clearly and concisely.
- Proficiency in using AI-powered tools and platforms for customer support.
- Strong problem-solving abilities and critical thinking skills.
- Demonstrated empathy and customer-centric approach.
- Ability to work independently in a remote environment while managing multiple tasks.
- Minimum of 1 year experience in a customer service, content writing, or communications role.
Preferred Qualifications
- Bachelor's degree in Communications, English, Marketing, or a related field.
- Experience with Amazon's product ecosystem and services.
- Familiarity with CRM software (e.g., Salesforce, Zendesk).
- Experience working with or training AI/ML models for customer interaction.
- A portfolio showcasing professional writing samples.
Perks & Benefits
- Comprehensive health, dental, and vision insurance.
- Paid time off and holiday pay.
- 401(k) retirement plan with company match.
- Employee discount program.
- Opportunities for career growth and professional development.
- Flexible work schedule in a 100% remote environment.
- Access to a vast learning and development platform.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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