Customer Support Sr., Veeqo

📍 Job Overview

• Job Title: Customer Support Sr., Veeqo
• Company: Amazon
• Location: Swansea, Wales, United Kingdom
• Job Type: On-site
• Category: Customer Support
• Date Posted: 2025-08-09
• Experience Level: Mid-Senior level (2-5 years)
• Remote Status: On-site

🚀 Role Summary

• Serve as the primary interface for Veeqo customers, providing phone, email, and live chat support.
• Handle high volumes of inbound and outbound calls, emails, and chats in a timely manner.
• Troubleshoot and provide product guidance and support to all Veeqo Sellers and Vendors.
• Collaborate with various internal stakeholders and teams to identify chronic system issues and provide process improvements.
• Contribute to a team environment by attending regular training sessions and conducting team huddles.

📝 Enhancement Note: This role requires a strong customer focus and the ability to multitask and prioritize in a high-volume environment. Previous customer service experience and data analytics skills are crucial for success in this role.

💻 Primary Responsibilities

• Customer Interaction: Handle inbound and outbound customer communications via phone, email, and live chat, providing exceptional support and resolving customer issues.
• Troubleshooting: Identify, research, and resolve technical issues, escalating when necessary, and providing clear and concise solutions to customers.
• Process Improvement: Collaborate with internal teams to identify chronic system issues, develop process improvements, and contribute to internal documentation.
• Performance Metrics: Oversee and achieve various productivity and quality targets and metrics, ensuring high standards of customer service and support.
• Training and Development: Attend and conduct regular training sessions to learn product details, key selling points, and new technologies, and share knowledge with the team.

📝 Enhancement Note: This role requires strong communication skills, problem-solving abilities, and a customer-centric mindset. The successful candidate will be able to handle pressure and satisfy customer concerns even in challenging environments.

🎓 Skills & Qualifications

Education: Bachelor's degree in a relevant field or equivalent experience.

Experience: 2-5 years of experience in a customer service environment, with a focus on data analytics and process improvement.

Required Skills:

• Advanced proficiency in local language (written and verbal)
• Excellent listening skills and empathy
• Strong problem-solving skills and ability to troubleshoot technical issues
• Relevant experience working with data analytics and using metrics to identify problems
• Proficient in MS Office suite (Word, Excel, Outlook)
• Ability to work against and deliver performance in a metric-driven environment with high productivity and quality standards

Preferred Skills:

• Business acumen in areas of e-commerce and retail
• Experience working in a customer service/contact center environment
• Familiarity with e-commerce platforms and shipping software

📝 Enhancement Note: Candidates with relevant experience in e-commerce, retail, or customer service environments will be well-suited to this role. Strong communication skills and a customer-centric mindset are essential for success.

📊 Web Portfolio & Project Requirements

• Customer Interaction Examples: Provide examples of successful customer interactions, demonstrating your ability to handle high volumes of inbound and outbound calls, emails, and chats.
• Troubleshooting Case Studies: Share case studies demonstrating your ability to identify, research, and resolve technical issues, with a focus on customer-centric problem-solving and clear communication.
• Process Improvement Projects: Highlight projects where you have identified chronic system issues, developed process improvements, and contributed to internal documentation.
• Performance Metrics Track Record: Showcase your ability to achieve and maintain high productivity and quality standards, with a focus on customer satisfaction and support.

💵 Compensation & Benefits

Salary Range: £22,000 - £28,000 per annum (based on regional market research and experience level)

Benefits:

• Competitive salary and benefits package
• Opportunities for career growth and development within Amazon
• Discounts on Amazon products and services
• Comprehensive health, dental, and vision care plans
• Retirement savings plan with company match
• Generous vacation and time-off policies

Working Hours: Full-time, five-day shift pattern running from Monday through Friday, with Saturday and Sunday as rest days.

📝 Enhancement Note: The salary range provided is based on regional market research and experience level. Benefits may vary depending on the candidate's location and employment status.

🎯 Team & Company Context

🏢 Company Culture

Industry: E-commerce and retail

Company Size: Large (1+ million employees)

Founded: 1994

Team Structure:

• Customer Support team, consisting of First Line Support Agents and Senior Support Agents
• Collaborative environment with cross-functional integration between customer support, product development, and management teams

Development Methodology:

• Agile/Scrum methodologies for process improvement and project management
• Regular team huddles and training sessions to foster a collaborative and supportive work environment

Company Website: Amazon

📝 Enhancement Note: Amazon's customer-centric culture and focus on continuous improvement make it an ideal environment for customer support professionals seeking to grow and develop their careers.

📈 Career & Growth Analysis

Customer Support Career Level: Mid-Senior level (2-5 years)

Reporting Structure: Reports directly to the Customer Support Manager, with a dotted line to the Customer Support Team Lead.

Technical Impact: Provides first-line support to customers, troubleshooting technical issues, and contributing to process improvements that enhance the customer experience and drive business growth.

Growth Opportunities:

• Progression to Team Lead or Manager roles within the Customer Support team
• Transition to other customer-facing or internal roles within Amazon, such as Technical Support or Customer Experience roles
• Opportunities for professional development and skill-building through training and mentorship programs

📝 Enhancement Note: With Amazon's extensive range of products and services, customer support professionals have ample opportunities for career growth and development within the company.

🌐 Work Environment

Office Type: Modern, collaborative workspace with a focus on employee well-being and comfort

Office Location(s): Swansea, Wales, United Kingdom

Workspace Context:

• Collaborative workspaces with dedicated areas for team huddles and training sessions
• Access to multiple monitors and testing devices for customer support and troubleshooting
• Opportunities for remote work and flexible scheduling, depending on business needs

Work Schedule: Full-time, five-day shift pattern running from Monday through Friday, with Saturday and Sunday as rest days. Shift patterns may vary depending on business needs and customer demand.

📝 Enhancement Note: Amazon's customer support teams operate in a dynamic and fast-paced environment, with a focus on providing exceptional customer service and support.

📄 Application & Technical Interview Process

Interview Process:

1. Phone or virtual screening to assess communication skills and customer service experience
2. In-depth behavioral interview focusing on problem-solving, customer-centric mindset, and process improvement skills
3. Role-play scenarios to evaluate customer interaction skills and troubleshooting abilities
4. Final interview with the hiring manager to discuss career aspirations and cultural fit

Portfolio Review Tips:

• Highlight successful customer interactions and troubleshooting case studies, demonstrating your ability to handle high volumes of inbound and outbound calls, emails, and chats
• Showcase your process improvement projects and internal documentation contributions, emphasizing your ability to identify chronic system issues and drive change
• Emphasize your performance metrics track record, with a focus on customer satisfaction and support

Technical Challenge Preparation:

• Brush up on your data analytics skills and familiarity with e-commerce platforms and shipping software
• Prepare for role-play scenarios by practicing customer interaction and troubleshooting techniques
• Research Amazon's customer-centric culture and values, and be ready to discuss how you can contribute to their success

ATS Keywords: Customer Service, Data Analytics, Problem Solving, Technical Support, Communication, Empathy, MS Office, Collaboration, Training, Relationship Building, Product Knowledge, Process Improvement, Time Management, Adaptability, Attention to Detail, Performance Metrics, E-commerce, Retail, Customer Support, Customer Experience, Customer Service Representative, Support Agent, Support Associate, Support Specialist, Customer Care, Customer Success

📝 Enhancement Note: The interview process for this role is designed to assess your customer service experience, problem-solving skills, and ability to thrive in a high-volume, dynamic environment. Be prepared to discuss your customer-centric mindset and process improvement initiatives.

🛠 Technology Stack & Web Infrastructure

Customer Support Tools:

• Zendesk or similar customer support ticketing system
• CRM software for customer relationship management
• Data analytics tools for performance tracking and process improvement

E-commerce Platforms:

• Familiarity with Amazon's e-commerce platform and other major e-commerce platforms (e.g., Shopify, Magento, BigCommerce)
• Experience with shipping software and multichannel inventory management systems

📝 Enhancement Note: Familiarity with Amazon's e-commerce platform and other major e-commerce platforms will be beneficial in this role. However, a strong customer-centric mindset and problem-solving skills are more important for success in this role.

👥 Team Culture & Values

Customer Support Values:

• Customer obsession: Genuine empathy and passion for customers, delivering exceptional customer care experience with every contact
• Ownership: End-to-end responsibility for every customer interaction, with a focus on proactive problem-solving and exceptional support
• Invent and simplify: Continuously seeking ways to improve the customer experience and drive business growth
• Learn and be curious: A commitment to lifelong learning and professional development, with a focus on staying up-to-date with the latest trends and technologies in customer support

Collaboration Style:

• Cross-functional collaboration with product development, management, and other internal teams
• Regular team huddles and training sessions to foster a collaborative and supportive work environment
• Knowledge sharing and technical mentoring to drive continuous learning and improvement

📝 Enhancement Note: Amazon's customer-centric culture and focus on continuous improvement make it an ideal environment for customer support professionals seeking to grow and develop their careers.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• Handling high volumes of inbound and outbound calls, emails, and chats in a timely manner
• Troubleshooting technical issues and providing clear and concise solutions to customers
• Identifying chronic system issues and contributing to process improvements and internal documentation

Learning & Development Opportunities:

• Opportunities for professional development and skill-building through training and mentorship programs
• Exposure to Amazon's extensive range of products and services, with opportunities for career growth and development within the company
• Collaborative work environment with access to multiple monitors and testing devices for customer support and troubleshooting

📝 Enhancement Note: Customer support professionals in this role will face technical challenges related to handling high volumes of customer interactions and troubleshooting technical issues. However, these challenges also present opportunities for learning and growth, with access to training and mentorship programs and exposure to Amazon's extensive range of products and services.

💡 Interview Preparation

Technical Questions:

• Customer Interaction: Describe a time when you handled a difficult customer interaction, and how you resolved the issue to the customer's satisfaction.
• Troubleshooting: Walk us through a complex technical issue you've faced and how you went about resolving it.
• Process Improvement: Share an example of a process improvement you've implemented in a previous role, and how it contributed to the overall success of the team or organization.

Company & Culture Questions:

• Customer Obsession: How do you demonstrate customer obsession in your daily work, and how have you gone above and beyond to ensure customer satisfaction?
• Invent and Simplify: Describe a time when you identified a complex problem and simplified it for a customer or colleague.
• Learn and Be Curious: What are some ways you stay up-to-date with the latest trends and technologies in customer support, and how have you applied this knowledge in your previous roles?

Portfolio Presentation Strategy:

• Customer Interaction Examples: Highlight successful customer interactions, demonstrating your ability to handle high volumes of inbound and outbound calls, emails, and chats.
• Troubleshooting Case Studies: Share case studies demonstrating your ability to identify, research, and resolve technical issues, with a focus on customer-centric problem-solving and clear communication.
• Process Improvement Projects: Highlight projects where you have identified chronic system issues, developed process improvements, and contributed to internal documentation.

📝 Enhancement Note: The interview process for this role is designed to assess your customer service experience, problem-solving skills, and ability to thrive in a high-volume, dynamic environment. Be prepared to discuss your customer-centric mindset and process improvement initiatives.

📌 Application Steps

To apply for this Customer Support Sr., Veeqo position:

1. Submit your application through the Amazon Jobs website.
2. Customize your resume and portfolio to highlight your customer service experience, problem-solving skills, and process improvement initiatives.
3. Prepare for the interview process by practicing customer interaction and troubleshooting techniques, and researching Amazon's customer-centric culture and values.
4. Research Amazon's e-commerce platform and other major e-commerce platforms, and be ready to discuss your familiarity with these systems and how you can leverage this knowledge to provide exceptional customer support.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.