Support Ops Specialist FR, Sourcing Performance Operations (SPO)

This is a non-remote, in-person, full-time, back-office position based in Costa Rica and does not offer relocation benefits. Job applicants must be located and legally authorized to work in Costa Rica in order to be eligible for consideration.

The Vendor Chargeback Dispute Management (VCDM) team in Costa Rica is looking for back-office, full-time, Support Operations Specialist.

The Sourcing Performance Operations (SPO) team provides world-class support to our stakeholders and global Vendor/Sellers, and we are looking for a Support Ops Specialists to join our team. In addition, we also support programs across different regions such as Europe and México.

The Vendor Chargeback Dispute Management team(VCDM) is a centralized unit currently located in SJO - Costa Rica. It works as a part of the Inbound Business chargeback program and it's directly aligned with the VCDM team policies.

Current team responsibilities are to analyze and investigate vendor charge-back disputes and ensure that these have been applied correctly; a custom investigation process is performed for each vendor using their provided evidence against each claim.

Charge-back audits are also part of the team additional roles where we ensure that each charge-back is being applied correctly with a low error rate which eventually will translate in a low dispute rate.

Key job responsibilities
- To occasionally meet with our Amazon vendors, stakeholders and customers via remote meetings and/or calls.
- Execute the end to end processes and tools related to the daily investigation tasks.
- Analysis and investigation of vendor chargeback disputes.
- Ensure that these have been responded and processed correctly.
- Seek to improve our internal processes to reduce and optimize the flow of chargebacks.
- Participate in the process of education for our vendors.
- Identify issues and proactively seek for solutions.
- Actively look for areas of opportunity for improvement of SOPs (Standard Operation Procedures) and internal documentation.


About the team
Prior applying, please consider the following information about the role:
This is not a remote position. If selected for this role, you will be required to work from our SJO19 building, located in the America Free Zone (AFZ), Cariari, Heredia.
We are currently offering 2 production schedules for this role:
1. Monday to Friday from 6:00am to 3:00pm.
2. Wednesday to Saturday 6:00am to 5:00pm (4x10)
Option to choose schedule is subject to availability on the date offer is extended to successful candidate. Night and “graveyard” shifts are not available at this time.

Basic Qualifications

- High school or equivalent diploma
- 2+ years of experience in corporate/customer service roles.
- Experience in peer coaching, mentoring, and/or training, etc.
- Intermediate/advanced French Proficiency (B2 or higher).

Preferred Qualifications

- University Bachelor's degree in process or complete

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.