Customer Success & Support Specialist (Amazon Seller Focus)

Job Title: Customer Success & Support Specialist (Amazon Seller Focus) Location: Remote (US hours preferred) Type: Full-Time (Contract-to-Hire) Company: Nformed About Nformed Nformed is a fast-growing software platform built for brands and third-party (3P) Amazon sellers. We help users identify profitable, high-velocity products that align with their existing catalog, and that they’re likely to get approved to sell. By combining marketplace data with seller-specific filters, we give our users a smarter way to grow on Amazon without wasting time chasing gated or oversaturated listings. About the Role We’re looking for a Customer Success & Support Specialist with hands-on experience in Amazon Seller Central or working directly with 3P Amazon sellers. This role is critical to helping our users succeed – from onboarding and education to day-to-day support and product feedback. This role goes beyond traditional customer support. You’ll be the frontline expert guiding sellers through Nformed – answering Amazon-specific questions, creating helpful training content, managing FAQs and AI chatbots, and translating customer insights into meaningful product improvements. You’ll work closely with our development team to help shape new features that solve actual seller problems. This is a contract-to-hire role with the intent to transition to a full-time W2 position with benefits. Key Responsibilities Customer Support & Success • Respond to support emails and live/chatbot messages from users and prospects • Confidently assist Amazon sellers with questions related to product research, approvals, and Seller Central workflows as they relate to Nformed • Manage and continuously improve FAQs and help documentation Onboarding & Education • Create clear, concise video walkthroughs and tutorials (e.g., Loom) to drive feature adoption • Design simple visuals and walkthrough assets using Canva • Help design and improve onboarding flows that get users to value quickly Customer Communication & Automation • Build and optimize onboarding and lifecycle email sequences that educate and engage users • Work with AI-powered chatbots to improve automated support responses and self-serve help Product Feedback & Insights • Identify bugs, UX issues, and points of confusion; relay insights to the product and dev teams • Track usage patterns and engagement to support customer success initiatives • Work closely with the development team to help define and shape new features Required Qualifications • Hands-on experience with Amazon Seller Central or direct experience supporting 3P Amazon sellers • Strong written and verbal communication skills in English (fluent or native) • Ability to explain technical or Amazon-specific concepts clearly to non-technical users • Experience creating support or educational content using Canva • Comfortable creating screen-recorded video walkthroughs and training content • Experience working with AI tools and AI-powered chatbots • Experience with customer support tools (Intercom, Zendesk, Crisp, or similar) • Detail-oriented, organized, and proactive • Familiarity working with spreadsheets and basic reporting Nice to Have • Experience using Amazon seller tools such as Jungle Scout, Helium 10, Keepa, or similar • 2+ years in a customer-facing role (customer success, support, onboarding, or community management) • Background in SaaS, tech-enabled services, or early-stage startups • Experience with no-code automation tools (Zapier, Make) • Familiarity with product-led growth or self-serve SaaS environments Job Types: Full-time, Contract Work Location: Remote Apply tot his job Apply To this Job