MyHR Live Support Advisor [S], MHLS

*This is a contractual role.
At Amazon, we believe that every day is still Day One. We are striving to be Earth\'s Best Employer and to get there, we need exceptionally talented, bright, and driven people. Amazon’s MyHR Live Support team is seeking customer-focused professionals who thrive in a dynamic contact center environment.
Do you excel at real-time communication, problem-solving, and delivering exceptional customer service? The MyHR Live Support Team operates a state-of-the-art contact center, caring for 1.5 million Amazonians worldwide by assisting them with their HR needs. Our organization delivers best-in‑class HR support to Amazon employees, applicants, and candidates globally. We specialize in topics related to time‑off, employee relocations, off boarding processes, employment verification, benefits, bereavement support, and comprehensive pay and compensation services.
As an HR Contact Center Professional, you will be at the forefront of our customer service operations, primarily handling live phone calls and/or chats. You are someone who is skilled at building positive relationships with employees through empathetic and effective communication. You are approachable and able to handle sensitive situations with tact and diplomacy in real time. You pride yourself on maintaining high ethical standards and confidentiality when dealing with sensitive employee information, conflicts of interest, and compliance issues.
You thrive in a fast‑paced contact center environment, using your critical thinking and fact‑finding skills to resolve issues efficiently. You excel at managing multiple tasks, priorities, and deadlines while maintaining a high level of customer satisfaction. You are adaptable and open to change, quickly adjusting to new policies, technologies, and industry trends.

Key Job Responsibilities

• Handle high volume live contacts, primarily through phone calls and potentially chats, ensuring each interaction is resolved with high problem‑solving and customer obsession.
• Resolve inquiries holistically by referring to available documentation such as FAQs, knowledge base articles, and SOPs – escalating when these cannot be resolved.
• Build customer trust through empathetic, personalized conversations by assessing and adjusting resolution plans to each employee\'s changing needs during live interactions.
• Respond promptly to employees\' urgent issues, ensuring the right communication and documentation occurs, even when information is limited.
• Use high judgment, critical thinking, and rationale to balance process adherence with employees’ needs, analyzing and deciding on resolutions in real time.
• Consistently consult and collaborate with partner teams on process changes to resolve cross‑functional issues and improve policies.
• Maintain high performance metrics in contact handling time, first‑contact resolution, and customer satisfaction scores.
• Adhere to set schedules, including timed breaks and lunches, to ensure consistent coverage and support for our 24/7 operations.
• Demonstrate flexibility in working various shifts, including evenings, weekends, and overnight shifts, to support our global workforce across time zones.

Basic Qualifications

• Bachelor\'s Degree or Master’s degree.
• 0‑10+ years’ experience in contact center, customer service, human resources or equivalent experience.
• Fluent communication and writing skills in English (+85%).
• Schedule flexibility (support 24x7 operations).
• Internet connection before joining date with a speed range of 50‑100 Mbps.

Preferred Qualifications

• 5+ years’ experience in contact center, customer service, human resources or equivalent experience.
• Basic US legislation Leave of Absence and Accommodations knowledge.
• Knowledge of US federal and state leave and disability laws.
• Experience in providing consultation and guidance on human resources, benefits, or complex employee matters.
• Experience dealing with customers and exceptional use of empathy skills.
• Proven ability to adjust to constantly changing workloads and manage customer contacts in a fast‑pace environment.
• Ability to manage confidential and sensitive employee information and adhere to strict data privacy standards.
• Detail oriented with ability to analyze, problem solve, organize and manage multiple priorities.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.