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KDP Support Analyst, Books (Variable)

Amazon· Customer Service
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Hyderabadfull-timePosted yesterday

About the role

Front-line KDP customer support analyst serving publishers/content providers using the Kindle Direct Publishing platform, focusing on timely, accurate, and high-quality assistance via email, phone, and chat.

Responsibilities

  • Process and respond to email, phone, and chat contacts received from KDP website users
  • Demonstrate clear and polite written and verbal communication
  • Maintain a positive and professional demeanor at all times
  • Meet or exceed all quality, productivity, and time management goals as set by management.
  • Follow all site performance and behavior expectations as outlined by management.
  • Demonstrate an appropriate sense of urgency for email response times and phone & chat service levels
  • Follow company policies and processes in order to process customer requests appropriately
  • Use customer service tools and software to troubleshoot, provide an accurate response, and create an exceptional customer experience
  • Escalate customer issues appropriately and in a timely manner
  • Proactively communicate system & process issues
  • Proactively strive to drive improvement to the internal and external processes to enhance the customer experience
  • Contact appropriate teams as needed for systemic issues
  • Detail oriented and process focused. Must be able to follow processes and document research & interactions in clear and concise manner.
  • Flexibility to work shifts including overnight and weekends

Qualifications

  • Speak, write, and read fluently in English
  • Should be willing to work from the office as VCC is not available.
  • Minimum of 1 year experience handling multiple forms of direct customer inquiries via calls, chats and/or emails.
  • Adequate communication skills.
  • Proven ability to provide high quality customer service in a fast-changing environment by developing personalized responses for publisher questions.
  • Must possess computer navigation skills, along with a basic understanding on how to use a website/web browser and the internet.
  • Must possess analytical skills
  • Must be able to research, replicate, categorize, and document customer issues to identify & understand their problems.
  • Must have a proven ability to use data and research to inform the best course of action and/or possible resolutions
  • Must have high speed internet services that comply with the below recommendation: Octane 2.0 score of 30,000 or greater; Network latency of 150 ms or less; Download speed of 3 Mbps or greater

Skills

Required:English fluency (written and spoken)Customer serviceAnalytical skills

Benefits

  • Benefits information is available via the Benefits resource; not explicitly listed in the description.
Last updated Oct 25, 2026. Interested? Apply on the company site.

About Amazon

Amazon.com, Inc. or its affiliates

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