FBA Reimbursement Specialist (Customer Operations)

Role: FBA Reimbursement Specialist (Customer Operations)
Location: Remote
Job type: Full-time

Who We are?

Leverify LLC is an e-commerce company and uses Amazon as a selling platform. It is a leading electronics wholesale distributor providing exceptional partnership experiences to resellers and businesses in North America. At the same time, the company aims to contribute to the economy of Pakistan by empowering youth and businesses.

What do We Value?

Leverify is an employee-centric organization. Our company’s differential is employee growth and their development. We provide meaningful jobs and encourage employees to take responsibility and ownership. The flat structure of the organization enables open communication and strong collaboration between team leads, directors, and employees across the departments. We foster a friendly, exciting and challenging work environment.

Job Description:

We are looking for a highly organized and customer-obsessed FBA Reimbursement Specialist to join our team. This person will be the primary point of contact for our clients, acting as their partner in the reimbursement process.

Key Responsibilities:

• Customer Onboarding: Guide new Amazon sellers through the process of connecting their accounts to our FBA Discrepancy Assistant tool and explain our workflow.
• Case Management & Operations:
  • Act as the primary "claim handler" for a portfolio of clients.
  • Use our internal AI tool to review identified discrepancies, such as goods lost or damaged in fulfillment centers or during inbound shipment.
  • Proactively interact with clients to gather invoices.
• Claim Preparation:
  • Analyze the discrepancy and the gathered evidence.
  • Structure and write clear, concise, and perfectly-formed reimbursement cases based on Amazon's specific requirements.
  • Deliver these pre-filled cases to the client for their simple review and submission.
• Customer Support & Advocacy:
  • Serve as the first point of contact for all client queries regarding their claims, their account status, or the tool itself.
  • Provide timely, professional, and friendly support, building strong relationships and trust.
  • Translate technical findings from the tool into simple, actionable updates for the client.
• Tool Expertise & Feedback:
  • Develop an in-depth, expert-level understanding of our FBA Discrepancy Assistant software.
  • Work closely with the Senior Lead to escalate complex cases and provide client feedback to our product team to help improve the tool.

Required Skills:

• 1-3+ years of experience in a customer-facing role (e.g., Customer Support, Client Services, Customer Success, or B2B Account Management).
• Exceptional professional communication skills (both written and verbal in English). You must be able to write clearly and build rapport.
• Extremely organized and detail-oriented. You will be managing dozens of different cases for multiple clients at the same time.
• Tech-savvy and a quick learner. You must be comfortable mastering new software tools and navigating digital workflows.
• A proactive, problem-solving attitude. You are someone who takes the initiative to get the answers you need.

Preferred Skills:

• Direct experience with the Amazon Seller Central platform.
• Any knowledge of the Amazon FBA ecosystem or the reimbursement process.
• Experience working in a fast-paced SaaS or startup environment.

Education:

• Bachelor's degree in Business, Communications, or a related field. Equivalent practical experience will be strongly considered.

Perks and Benefits:

• Market-competitive salary
• Gym allowance
• Internet allowance
• Annual Performance Appraisal
• Leaves (Medical, Casual, Maternity, and Paternity)
• Employee development and engagement activities