Customer Support, Veeqo

This isn't a typical support role. As a Customer Support agent, you'll be a trusted partner to e-commerce businesses, from growing independent retailers to established multi-channel brands, helping them get the most out of Veeqo and unlock their full potential on Amazon. You'll work directly with business owners and their teams, solving complex operational challenges, shaping how we support our sellers, and collaborating across a wide range of internal teams including 2nd Line Engineers, Technical Writers, the Seller Success team, and Sales. You'll also have the opportunity to join on-site visits at seller businesses, helping them launch with Veeqo, unblock critical issues, and build lasting partnerships in person. Beyond day-to-day support, you'll have dedicated time to contribute to meaningful projects: from trend analysis and process improvement to exploring how AI can transform the seller experience and reduce friction before it ever reaches the queue.

Key job responsibilities
- You'll act as a strategic support partner to Veeqo's business customers, resolving complex issues across phone, email, and live chat with expertise and full ownership.
- You'll diagnose and solve multi-layered operational and technical challenges, collaborating with engineering and product teams where needed, while identifying patterns and trends in seller issues to proactively propose solutions, process improvements, and documentation enhancements.
- You'll contribute to cross-functional projects, from training development, knowledge base creation and participate in on-site seller visits, supporting business launches and resolving high-impact issues in partnership with the wider Veeqo team.
- You'll champion innovation by bringing forward ideas on how AI and automation can improve the seller experience, reduce ticket volume, and free the team to focus on higher-value work.
- In every interaction, you'll embody Amazon's Customer Obsession Leadership Principle, building genuine, long-term relationships with the businesses you support, and contribute to a collaborative team culture through daily huddles, peer knowledge-sharing, and continuous learning.

A day in the life
Your day kicks off with a team huddle — a collaborative space to share insights, tackle complex cases together, and stay aligned on what matters most. From there, your time is balanced between direct seller support and project work: whether that's analysing support trends, refining internal documentation, developing training materials, or prototyping a new approach to seller self-service. No two days look the same, and there's always an opportunity to make a real impact — for our sellers and for the team.

About the team
Veeqo is Amazon's multi-channel shipping and inventory platform, purpose-built for fast-growth e-commerce businesses. Since joining the Amazon family in 2021, Veeqo has helped thousands of online retailers cut shipping costs, streamline fulfilment, and scale with confidence. Our Swansea team sits at the heart of that mission — and this role puts you right at the centre of it.

Basic Qualifications

- Experience in English-language communication skills, both written and verbal
- Experience in customer service
- Experience working with customers with a passion for delivering exceptional service, or experience troubleshooting and debugging technical systems and experience that includes strong analytical skills, attention to detail, and effective communication abilities
- Experience working with the MS Office suite (Word, Excel, Outlook) in a professional environment

Preferred Qualifications

- Experience engaging, verbally and in writing, with internal and external stakeholders to convey complex ideas in a clear, concise manner
- Knowledge of and passion for e-commerce
- Experience running metrics reports, analyzing data to identify problems and using data analysis to generate and explain metrics

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