Account & Customer Care Manager – Amazon Supplement Brand

About the role

We are looking for an Account & Customer Care Manager to ensure the health of our Amazon supplement brand accounts, keep listings compliant, and deliver excellent customer service across all sales channels. The role is remote‑friendly and works closely with supply‑chain, product and brand teams.

Key responsibilities

• Monitor Account Health, Performance Notifications and Case Log daily; triage risks to prevent suspensions.
• Prepare and submit appeals, disputes and Plans of Action to reinstate accounts and ASINs; maintain insurance policies.
• Recover suppressed or stranded ASINs, fix variations, create new listings and SKUs, including Vine enrollment.
• Execute bulk catalog updates, variations and category work via flat‑file uploads; keep content trackers current.
• Upload images, A+ Content and copy (title, bullets, description, backend keywords) in line with Amazon policies.
• Request, audit and attach compliance documents (invoices, COA, GMP, FDA registration, SDS, authorization letters) to cases.
• Handle customer inquiries on Amazon Buyer‑Seller Messages, Shopify and email within SLAs, covering orders, returns, refunds, chargebacks, complaints and reviews.
• Log and tag every request, escalate non‑standard cases and turn return and Voice‑of‑Customer data into insights for product and brand teams.
• Oversee pricing health, Buy Box readiness and configure coupons, Deals and Prime Exclusive Discounts.
• Manage Brand Registry settings, user roles, trademark registrations and combat hijackers or unauthorized sellers.
• Track Amazon policy updates, run content A/B tests and deliver weekly reports on open cases and deadlines.

Required profile

• Minimum 3 years of hands‑on Amazon account management experience.
• Deep knowledge of Amazon Seller Central, Brand Registry, compliance policies and listing rules.
• Proven track record of drafting effective appeals, disputes and Plans of Action to reinstate accounts and ASINs.
• Experience auditing compliance documentation and coordinating with supply‑chain teams.
• Strong analytical mindset to turn customer data into actionable insights.

Required skills

• Amazon Seller Central
• Amazon Brand Registry
• Flat‑file catalog management
• Amazon SEO and listing optimization
• Amazon compliance and policy knowledge
• A+ Content creation