Customer Trust Specialist


Victoria, British Columbia, Canada

Full time

Customer Services/Support + Customer Success

May 5


Job summary

The Customer Trust team designs and implements policies, tools and process innovations to protect customers. In Customer Trust, we conduct deep dive reviews of potential abuse, manage customer performance, and support operational compliance functions.

The ideal candidate should be passionate about helping us ensure that customers may make trusted purchasing decisions, and sellers are able to successfully list and sell their products. Investigation decisions are not only fundamental to helping protect customers and sellers but will help maintain the health of the AbeBooks product listings ecosystem.

Customer Trust Specialists demonstrate analytical and quantitative skills to use data and metrics to perform investigations. They communicate suspicious account activity and new fraud patterns to stakeholders and take appropriate actions to identify and minimize the risks posed by fraud patterns. Customer Trust Specialists work closely with the Customer Support team to address customer questions and concerns regarding ongoing investigations and compliance initiatives.

Key job responsibilities

• Investigate suspicious activity and behaviour that could pose a risk to AbeBooks, our customers, or sellers.

• Use a combination of manual and automated tools to gather data and conduct ad-hoc investigations.

• Provide prompt and efficient responses to AbeBooks customers and sellers by email and phone.

• Ensure compliance with procedures and SLAs while achieving quality and productivity metrics.

• Actively seek solutions through logical reasoning and data interpretation skills and identify trends to appropriate channel including improvement suggestions.

• Escalate emerging issues and fraud related issues with a high sense of urgency.

• Demonstrates the ability to self-manage on priority tasks and objectives.

• Maintain confidentiality of sensitive information.

About the team

AbeBooks, an Amazon company, is a global online marketplace for books and collectibles, with hundreds of millions of new, used, rare and out-of-print books listed for sale by thousands of sellers. AbeBooks has great perks such as social events and personal development days. AbeBooks has a flexible work policy.

We are open to employees working out of the office or from home (as long as an occasional commute to our offices in Victoria, BC is possible with advance notice). If you live near Victoria, and are interested in this position, we encourage you to apply.


• Education: High school diploma, GED or higher.

• Experience in problem solving, including the ability to recognize non-obvious patterns.

• Technical skills – Microsoft Excel, and preferably knowledge of SQL or database tools.

• Strong Analytical skills – has ability to start from ambiguous problem statements, identify and access relevant data, make appropriate assumptions, perform insightful analysis and draw conclusion relevant to the business problem.

• Ability to maintain high levels of confidentiality and data security standards.

• Effective, clear, and professional written and oral communication skills. Ability to present information professionally and concisely with supporting data.

• Strong prioritization and time management skills.


• Some knowledge of SQL or database tools (Tableau, Amazon Redshift, Oracle, etc.)

• Knowledge of credit card processing, payment fraud investigation and prevention techniques

• Experience in risk management, legal compliance, or IP/brand protection

• Experience in a front-line external facing role requiring email, voice or message board type of interactions with customers.

• Fluency in more than one language (German, Spanish, French or Italian)

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, disability, age, or other legally protected status. If you would like to request an accommodation, please notify your Recruiter.

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