📍 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: 2-5 years
Remote Status: On-site

🚀 Role Summary

Provide exceptional first-line support to Veeqo customers via phone, email, and live chat.
Troubleshoot and resolve customer issues, ensuring high levels of customer satisfaction.
Collaborate with internal teams to identify chronic system issues and contribute to process improvements.
Demonstrate a genuine empathy and passion for customers, delivering an exceptional customer care experience.

📝 Enhancement Note: This role requires a strong customer focus, excellent communication skills, and the ability to work effectively under pressure. Previous customer service experience is essential, with a preference for candidates with experience in an e-commerce or retail environment.

💻 Primary Responsibilities

Customer Support: Handle high volumes of inbound and outbound calls, emails, and chats, providing timely and accurate solutions to customer inquiries.
Issue Resolution: Identify customers' needs, clarify information, research every issue, and provide effective solutions.
Customer Obsession: Exemplify Amazon's Leadership Principle for Customer Obsession by consistently displaying empathy and passion for customers.
Relationship Building: Build sustainable relationships with customers by going the extra mile and providing an exceptional customer care experience.
Process Improvement: Oversee and achieve productivity and quality targets and metrics. Collaborate with internal stakeholders to identify trends, analyze data, and contribute to process improvements.
Product Guidance: Troubleshoot and provide product guidance and support to all Veeqo Sellers and Vendors.
Training: Attend and conduct regular training sessions to learn product details and key selling points of products and technologies.

📝 Enhancement Note: This role requires a high level of adaptability, with the ability to multitask and prioritize effectively. Strong problem-solving skills and a proactive approach to issue resolution are essential.

🎓 Skills & Qualifications

Education: Relevant education or training in customer service, business, or a related field.

Experience: 2+ years of experience in a customer service or contact center environment, with a preference for candidates with experience in e-commerce or retail.

Required Skills:

Advanced proficiency in local language in both written and verbal communication
Excellent listening skills and ability to demonstrate empathy and willingness to help
Ability to troubleshoot, research, and effectively translate technical and procedural instructions to customers
Relevant experience working with the MS Office suite (Word, Excel, Outlook) in a professional environment
Strong data analytics skills and ability to use metrics to identify problems

Preferred Skills:

Business acumen in areas of e-commerce and retail
Ability to work against and deliver performance in a metric-driven environment with high productivity and quality standards

📝 Enhancement Note: Candidates should have a strong customer focus, excellent communication skills, and the ability to work effectively under pressure. Previous customer service experience is essential, with a preference for candidates with experience in an e-commerce or retail environment.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Customer Service Portfolio: A portfolio showcasing previous customer service experiences, including examples of successful issue resolution, customer feedback, and process improvements.
Data Analysis Portfolio: Examples of data analysis projects, demonstrating the ability to use metrics to identify trends and make data-driven decisions.

Technical Documentation:

Process Documentation: Examples of process documentation or knowledge base articles created to improve customer service processes.
Training Materials: Examples of training materials or guides created to improve product knowledge or customer service skills.

📝 Enhancement Note: While a traditional web portfolio is not required for this role, candidates should be prepared to demonstrate their problem-solving skills, customer focus, and data analysis abilities through relevant examples and case studies.

💵 Compensation & Benefits

Salary Range: £22,000 - £28,000 per year (based on UK market research for customer support roles with 2-5 years of experience)

Benefits: Amazon offers a comprehensive benefits package, including:

Competitive salary and performance-based bonuses
Stock awards and restricted stock units (RSUs)
401(k) matching
Health, dental, and vision insurance
Paid time off and parental leave
Employee discounts and other perks

Working Hours: The successful candidate will work a five-day shift pattern running from Monday through Friday, with Saturday and Sunday as rest days. The workday is strategically structured to balance dedicated ticket-handling time with project work, allowing team members to contribute to key initiatives such as trend analysis, process documentation, and training development.

📝 Enhancement Note: Salary range is based on UK market research for customer support roles with 2-5 years of experience. Benefits information is based on Amazon's standard employee benefits package.

🎯 Team & Company Context

🏢 Company Culture

Industry: E-commerce and retail

Company Size: Large (2+ million employees)

Founded: 1994

Team Structure:

The Customer Support team in Swansea is responsible for providing timely and accurate operational support to customers on the internal Veeqo platform.
The team consists of First Line Support Agents and Senior First Line Support Agents, working collaboratively to provide an exceptional customer experience.
The team works closely with internal stakeholders, including product, engineering, and operations teams, to identify chronic system issues and contribute to process improvements.

Development Methodology:

The team follows a structured approach to customer support, balancing dedicated ticket-handling time with project work to ensure both immediate customer support and long-term service improvements.
The workday begins with a team huddle, creating a collaborative space where team members share updates, seek peer support on complex cases, and receive important announcements from management.

Company Website: Amazon

📝 Enhancement Note: Amazon's company culture is characterized by customer obsession, innovation, and a focus on long-term thinking. The Customer Support team in Swansea plays a critical role in delivering an exceptional customer experience and driving customer loyalty.

📈 Career & Growth Analysis

Customer Support Career Level: This role is suitable for candidates with 2-5 years of experience in a customer service or contact center environment, seeking to develop their skills and advance their career in customer support.

Reporting Structure: The Senior First Line Support Agent role reports directly to the Customer Support Team Lead and works collaboratively with other team members to provide exceptional customer support.

Technical Impact: The Senior First Line Support Agent role has a direct impact on customer satisfaction and loyalty, contributing to the overall success of the Veeqo platform. By identifying chronic system issues and contributing to process improvements, the role helps drive long-term service improvements and cost savings.

Growth Opportunities:

Career Progression: With experience and strong performance, candidates may progress to Team Lead or Management roles within the Customer Support team or other departments within Amazon.
Skill Development: The role offers opportunities to develop skills in data analysis, process improvement, and customer service management. Candidates may also have the opportunity to learn about new products and technologies as they are launched.
Leadership Development: The role provides opportunities to develop leadership skills, including team collaboration, stakeholder management, and project management.

📝 Enhancement Note: Amazon offers a range of career development opportunities, with a focus on internal promotion and skill development. The Customer Support team in Swansea provides a supportive and collaborative environment for candidates seeking to advance their careers in customer support.

🌐 Work Environment

Office Type: Amazon's Swansea office is a modern, collaborative workspace designed to foster innovation and teamwork.

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

Workspace Context:

Collaborative Environment: The office features open-plan workspaces, encouraging collaboration and teamwork among Customer Support team members.
Technology & Tools: Team members have access to the latest technology and tools, including high-quality headsets, computers, and customer service software.
Training & Development: The office provides opportunities for training and development, including regular team meetings, workshops, and e-learning resources.

Work Schedule: The successful candidate will work a five-day shift pattern running from Monday through Friday, with Saturday and Sunday as rest days. The workday is strategically structured to balance dedicated ticket-handling time with project work, allowing team members to contribute to key initiatives such as trend analysis, process documentation, and training development.

📝 Enhancement Note: Amazon's Swansea office provides a modern, collaborative workspace designed to foster innovation and teamwork. The Customer Support team in Swansea offers a supportive and inclusive work environment, with opportunities for training and development.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief phone call to assess communication skills and cultural fit.
Behavioral Interview: A structured interview focusing on problem-solving, customer service, and teamwork skills.
Role-Play Scenario: A role-play scenario to assess customer service skills and issue resolution abilities.
Final Interview: A final interview with the hiring manager to discuss the role and answer any questions.

Portfolio Review Tips:

Customer Service Portfolio: Highlight examples of successful issue resolution, customer feedback, and process improvements.
Data Analysis Portfolio: Showcase data analysis projects that demonstrate the ability to use metrics to identify trends and make data-driven decisions.

Technical Challenge Preparation:

Customer Service Skills: Brush up on customer service skills, including active listening, empathy, and effective communication.
Data Analysis Skills: Review data analysis techniques and tools, and be prepared to discuss how you have used data to identify trends and make data-driven decisions in previous roles.
Problem-Solving Skills: Practice problem-solving techniques and be prepared to discuss how you have approached complex customer issues in previous roles.

ATS Keywords: Customer Service, Communication, Problem Solving, Data Analysis, Technical Support, Empathy, MS Office, Team Collaboration, Product Knowledge, Time Management, Process Improvement, Relationship Building, Training, Troubleshooting, Adaptability, Performance Metrics.

📝 Enhancement Note: The interview process for this role focuses on assessing customer service skills, problem-solving abilities, and cultural fit. Candidates should be prepared to discuss their customer service experience, data analysis skills, and problem-solving techniques in detail.

🛠 Technology Stack & Web Infrastructure

Customer Service Tools:

Phone System: Amazon Connect, a cloud-based contact center service that helps businesses provide superior customer service.
Email & Chat Platform: Amazon's internal customer service platform, designed to manage high volumes of inbound and outbound calls, emails, and chats.
CRM System: Salesforce, a customer relationship management system that helps manage and analyze customer interactions and data throughout the customer lifecycle.

Data Analysis Tools:

Business Intelligence Tools: Amazon QuickSight, a cloud-based business analytics service that makes it easy to create interactive dashboards and visualizations.
Data Warehouse: Amazon Redshift, a fully managed, petabyte-scale data warehouse service in the cloud.

Office Suite:

Microsoft Office: Word, Excel, and Outlook are used for internal communication, documentation, and data analysis.

📝 Enhancement Note: Amazon provides a range of customer service tools and data analysis tools to help team members provide exceptional customer support and make data-driven decisions.

👥 Team Culture & Values

Customer Service Values:

Customer Obsession: Amazon's Leadership Principle for Customer Obsession drives the Customer Support team to focus on customer needs and deliver an exceptional customer care experience.
Ownership: The team takes ownership of every customer interaction, handling proactive problem-solving to provide exceptional support to customers.
Bias for Action: The team is encouraged to take initiative and be proactive in identifying and resolving customer issues.
Frugality: The team is mindful of resources and seeks to optimize processes and reduce costs where possible.

Collaboration Style:

Teamwork: The Customer Support team works collaboratively to provide exceptional customer support, with a focus on knowledge sharing, peer support, and continuous learning.
Cross-Functional Collaboration: The team works closely with internal stakeholders, including product, engineering, and operations teams, to identify chronic system issues and contribute to process improvements.
Communication: The team communicates effectively and regularly, using a range of channels to ensure information is shared and acted upon.

📝 Enhancement Note: Amazon's Customer Support team in Swansea is characterized by a strong customer focus, a bias for action, and a collaborative approach to problem-solving and process improvement.

⚡ Challenges & Growth Opportunities

Technical Challenges:

High Volume of Inquiries: The role requires the ability to handle high volumes of inbound and outbound calls, emails, and chats, often dealing with complex and challenging customer issues.
Complex Customer Issues: The role requires strong problem-solving skills and the ability to research and resolve complex customer issues, often under pressure.
Data Analysis: The role requires strong data analysis skills and the ability to use metrics to identify trends and make data-driven decisions.

Learning & Development Opportunities:

Customer Service Skills: The role offers opportunities to develop customer service skills, including active listening, empathy, and effective communication.
Data Analysis Skills: The role provides opportunities to develop data analysis skills and learn about new products and technologies as they are launched.
Leadership Development: The role offers opportunities to develop leadership skills, including team collaboration, stakeholder management, and project management.

📝 Enhancement Note: The Customer Support Sr. role presents a range of technical challenges and learning opportunities, with a focus on customer service, data analysis, and leadership development.

💡 Interview Preparation

Technical Questions:

Customer Service Scenario: Describe a challenging customer service scenario you have faced in a previous role and how you resolved it. What was the outcome, and what did you learn from the experience?
Data Analysis Scenario: Describe a data analysis project you have worked on in a previous role. How did you use metrics to identify trends and make data-driven decisions? What was the outcome, and what did you learn from the experience?
Problem-Solving Scenario: Describe a complex problem you have faced in a previous role and how you approached it. What steps did you take to identify the root cause, and what solutions did you implement? What was the outcome, and what did you learn from the experience?

Company & Culture Questions:

Amazon Leadership Principles: How do Amazon's Leadership Principles, particularly Customer Obsession, apply to the Customer Support role? Can you provide an example of how you have demonstrated these principles in a previous role?
Teamwork: How do you approach teamwork and collaboration in a customer service environment? Can you provide an example of a time when you worked effectively with a team to resolve a customer issue or improve a process?
Customer Focus: How do you ensure you maintain a customer focus in a high-pressure, high-volume customer service environment? Can you provide an example of a time when you went above and beyond to ensure a customer was satisfied?

Portfolio Presentation Strategy:

Customer Service Portfolio: Highlight examples of successful issue resolution, customer feedback, and process improvements. Be prepared to discuss how you approached each scenario and the outcome.
Data Analysis Portfolio: Showcase data analysis projects that demonstrate your ability to use metrics to identify trends and make data-driven decisions. Be prepared to discuss your approach to data analysis and the insights you gained from each project.

📝 Enhancement Note: The interview process for this role focuses on assessing customer service skills, problem-solving abilities, and cultural fit. Candidates should be prepared to discuss their customer service experience, data analysis skills, and problem-solving techniques in detail, using specific examples and case studies.

📌 Application Steps

To apply for this Customer Support Sr. role at Amazon:

Submit Your Application: Visit the Amazon Jobs website and search for the "Customer Support Sr., Veeqo" role. Click on the job listing and follow the instructions to submit your application.
Prepare Your Portfolio: Update your customer service portfolio with examples of successful issue resolution, customer feedback, and process improvements. Ensure your data analysis portfolio showcases your ability to use metrics to identify trends and make data-driven decisions.
Research Amazon: Familiarize yourself with Amazon's Leadership Principles, company culture, and customer service values. Be prepared to discuss how you align with these principles and values in your application and interview.
Prepare for the Interview: Review the technical questions and company & culture questions outlined above. Practice your responses using the scenario-based approach, and be prepared to discuss your customer service experience, data analysis skills, and problem-solving techniques in detail.
Attend the Interview: Arrive on time for your interview, dressed appropriately, and with a positive attitude. Be prepared to discuss your career goals and how this role fits into your long-term plans.

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

Customer Support Sr., Veeqo