Resolve Customer Trust Escalations related to Amazon Brand, data regulation, or privacy concerns driving tech investigation to identify root cause and restoring the customer’s trust in devices
Support the managers on the day to day VP Inquiries owning the investigation of an escalation from start to end, including preparing the final responses to senior leaders, following the narrative style format
Dive deep into customer problems, building the entire history of customer contacts, to determine root cause
Contact the customer directly to gather data for root cause analysis, troubleshooting, and close the case for the customer
Conduct data queries and general data analytics related to escalations the team is handling
Manage process improvement initiatives, including the scoping and implementation of projects stemming from escalations
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