Investigation Specialist I

Are you passionate about solving complex operational problems, obsessed with delivering a great seller and customer experience, and energized by working at the intersection of data and e-commerce operations? If so, this role is for you.

We are looking for an Investigation Specialist to join the FBA Operations team. In this role, you will investigate delivery and fulfillment issues reported by sellers, identify root causes, and drive resolution by coordinating with cross-functional teams including 3P Carriers, Seller Support, Customer Service, and Operations. You will serve as a critical link between sellers experiencing acute issues and the internal teams that can resolve them.

Beyond day-to-day investigations, you will analyze patterns in seller-reported issues, translate recurring problems into quantified metrics, and partner with Program Managers to inform long-term improvements to the seller and customer experience on the Amazon platform.

Investigate seller-reported delivery and fulfillment issues end-to-end, from intake through resolution, ensuring timely and accurate outcomes.

Coordinate with cross-functional teams (3P Carriers, Customer Service, Seller Support, Product, and Operations) to diagnose and resolve performance issues.

Monitor operational performance metrics and escalate when results fall outside established goals or SLA thresholds.

Analyze seller feedback and contact data to identify recurring pain points, trends, and root causes.

Translate investigation findings into quantified metrics and actionable insights for Program Managers and stakeholders.

Maintain accurate case documentation and ensure all investigations are tracked through internal ticketing and case management systems.

Support the development and implementation of process improvements that reduce seller friction and improve fulfillment outcomes.

Leverage data analytics tools and dashboards to proactively identify emerging issues before they escalate.

Adopt and utilize AI-powered tools and automation to improve investigation efficiency and workflow productivity.

Key job responsibilities

Basic Qualifications:

2+ years in customer service, e-commerce operations, or marketplace support.

Fluent English Communication Skills

Advanced proficiency in Microsoft Excel (pivot tables, VLOOKUP, conditional formatting, data analysis).

Working knowledge of Microsoft Office products and applications.

Demonstrated ability to work independently and make sound investigation decisions with minimal guidance.

Experience analyzing data to identify trends, predict issues, and measure operational performance.

Ability to manage multiple concurrent investigations across different tools and systems while maintaining quality and accuracy.

Strong written and verbal communication skills with the ability to clearly document findings and coordinate across teams.

Ability to translate recurring issues into quantified metrics that drive decision-making.

High attention to detail with a proactive, results-oriented approach.

Preferred Qualifications:

Familiarity with SQL for querying and analyzing large datasets.

Experience creating reports and dashboards to visualize operational performance.

Experience with ticketing or case management systems (e.g., Paragon, SIM, or similar platforms).

Experience with root cause analysis or process improvement methodologies (e.g., 5 Whys, Fishbone).

Familiarity with AI-powered tools or automation for workflow optimization.

Experience managing stakeholder relationships across multiple teams and functions.

Exposure to seller-facing operations in an e-commerce or logistics environment.

Basic qualifications

- 2+ years of customer service or back-office roles in corporate environments experience

- Speak, write, and read fluently in English

- Experience with Microsoft Office products and applications

- Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays

- Experience working with Microsoft Office tools (Excel, Word, Outlook, etc.)

Preferred qualifications

- Experience leveraging AI-powered tools or data analytics platforms to drive quality improvements, root cause analysis, or process optimization

- 3+ years of data visualization and reports tools experience

- Experience managing work and priorities through a ticketing system

- 3+ years of root cause analysis and process design experience

- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization

- Experience in customer-facing environment, warehousing, logistics or manufacturing

- Knowledge of databases (querying and analyzing) such as SQL, MYSQL, and ETL Manager and working with large data sets

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