Warranty Support Team (WST) Associate Warranty Support Analyst
• Post-Purchase Customer Experience Role OverviewAt Amazon, the Warranty Support Team (WST) plays a critical role in enhancing the post-purchase customer experience by managing the end-to-end warranty escalation process. The WST ensures that customer concerns are validated, tracked, and resolved within agreed SLA, while keeping customers informed with timely updates. As a WST Associate, you will own the day-to-day handling of warranty grievances and escalations for Cohort 2 products — validating cases, coordinating with brands on the customer’s behalf, updating ticket statuses through automation tools, and maintaining accurate reporting data. You will be the vital link between customers, internal Customer Service teams, and external brand partners.

Key Responsibilities
Escalation & Grievance Handling
• Manage grievance portal escalations for Cohort 2 products (TS / MW / CTM use cases) where the customer has a Service Request Number (SRN), Job Sheet, or Service Denial Letter.
• Handle scenarios such as Dead-on-Arrival (DOA) or Service Denial cases, unsatisfactory or delayed brand service, and requests for Amazon intervention after the customer has contacted the brand.
• Acknowledge and process ECR escalations routed from the Category team, forwarding them to the relevant brand and closing them with the brand’s response.
• Ensure cases are correctly categorized against the applicable grievance reason codes before action. Ticket Validation & Brand Coordination
• Pull the previous day’s tickets from the WST-ResolverGroup, validate them, and confirm mandatory details (Cohort 2 eligibility and a valid SRN / Job Sheet / Service Denial Letter).




• Email valid new and pending tickets to the respective brands, following the standard email format, and chase cases that have not received a brand response within 5 days of creation.
• Update ticket records with the brand’s response and reassign cases to the relevant resolver group as required.
• Apply the correct standard responses from the WST Response reference sheet to each case. Qualifications
• Bachelor’s degree in any discipline.
• Experience working with ticket management systems or case management tools.
• Knowledge of warranty claim processes and customer escalation management.
• Experience working with external stakeholders or brand partners. Required Skills & Tools
• Microsoft Excel — VLOOKUP / XLOOKUP, basic formulas, and pivot tables for daily data integration and reporting.
• Microsoft Outlook — brand correspondence, ECR escalation handling, and standard email formats.
• Microsoft Word — documentation and SOP reference.
• Familiarity with ticketing systems, reporting dashboards, and data ingestion tooling (ticket export, CSV preparation, and ingestion jobs).
• Comfort with bulk-processing / automation agents and schema-driven file preparation. Preferred Attributes
• Strong attention to detail — accurate validation and strict adherence to schema and naming conventions.
• Customer-centric mindset with a bias for timely resolution and transparent communication.
• Effective stakeholder communication across customers, internal CS teams, and external brand partners.
• Process discipline and consistency in meeting daily SLA timelines.
• Ability to work independently in a repetitive, schedule-driven operational environment.

📌 Warranty Support Team (Bengaluru)
🏢 Polkadot Creative
📍 Bengaluru