A post about how seller support works from the inside
Amazon has a large set of offices in my city. A recent Reddit post in my citys subreddits asked “who is the worst employer you have ever worked for in the city”
Among the replies was this in-depth account of what it is like working for support in Amazon. The post openly mentions internal fraud among other things. Some might find it interesting.
I was one of the erm… lucky ones kept on after the Christmas cull. Big mistake staying on, as you’re destined to fail and get PIP’d
You lived or died on your ‘HMD’ score. The ‘Did I solve your problem’ yes/no thing at the end of emails. Depending on the hours and days you worked, it was often impossible to recover from 1 no response. If you worked a Saturday or esp Sunday, you were guaranteed to take the blame for deliveries that were expected on the Friday.
The After call time to actually reply to people was cut from 6mins then to 3mins and then to 90 seconds, meaning you couldn’t actually fix anyones problems, even if you knew how.
Lots of the messes were from the Indian centres who were paid per positive contact… meaning they would promise you anything to get a yes and get paid. It was institutional and definitely being trained into them, as it was so widespread.
The metrics used against you made no sense and nobody could tell you when they started and stopped counting.
I had countless managers and coaches/pressure merchants until they changed that model and now your manager was your coach. My manager and everyone else on my team were in Edinburgh, the first contact I heard from him was a disciplinary thing because I failed to show up for a team dinner. Keep in mind… the email arrived after my shift ended for 3 days and they were in a different country….
There was also some management restructuring when I was there. I think they outsourced the digital department to the Philippines, so there were something like 300 additional staff to cater for. We were very much surplus to requirement and felt the consequences immediately.
Constantly being shifted around pilot programmes that failed on their feet until we started working on fraud prevention, which was actually fun, but terrifying in terms of how little Amazon do when sellers especially get scammed. The scammers we were dealing with were undoubtedly large organised gangs or possibly even government supported, as some were so large and deep rooted. I found multiple examples of internal fraud, but there were no routes to do anything about it.