Investigation Specialist, Trust & Safety

Amazon is a global leader in e-commerce and cloud computing, offering a wide range of services including online retail, digital streaming, and artificial intelligence. The company provides diverse job opportunities across multiple departments and locations, reflecting its broad operational scope. Job titles such as Support & Ops Specialist, Customer Service Representative, and Logistics Executive suggest roles within operations, customer care, and supply chain management. Technical positions like Tier 2 Technical Care Associate and Engineering Project Manager indicate involvement in technical support and product development. The presence of roles requiring language skills, such as German speaker and French speaker positions, highlights Amazon's international reach. Additionally, roles like Graphic Designer and L&D Data Analyst point to creative and training functions within the organization. These job titles collectively suggest a complex and multifaceted business structure focused on delivering customer-centric solutions through various operational and technical channels.

Description In this role, you’ll be the person who keeps our delivery ecosystem honest, safe, and running smoothly. You’ll investigate issues that could impact drivers or customers, spot patterns before they turn into real problems, and bring clarity to situations that often feel messy or ambiguous. What sets this position apart is the blend of analytical thinking and people-centered judgement: you’ll dive into facts, speak with the right stakeholders, and guide decisions that affect the overall health of our delivery partners. If you enjoy solving problems that matter, protecting people, and building mechanisms that make operations better every day, this role puts you right at the heart of it. Key job responsibilities Look into reported incidents and uncover what really happened by gathering facts, interviewing stakeholders, and analyzing available data. Drive fair and consistent decision-making when issues arise, ensuring both drivers’ rights and business expectations are respected. Identify early warning signs, behavioral trends, recurring violations, or gaps in compliance—and take action before problems escalate. Work closely with operational teams and DSP to explain findings, agree on corrective steps, and monitor follow-through. Help build simple mechanisms and routines that prevent repeated issues and make the overall ecosystem safer and more reliable. Prepare clear summaries and recommendations that help leaders act quickly and confidently. Support escalations when needed, especially in situations that could affect safety, customer experience, or business continuity. Maintain balanced judgement in sensitive or time-pressured cases, ensuring fairness and consistency at all times. A day in the life Your day starts with reviewing any new incidents that came in overnight. You look at the facts, reach out to the right people, and assess whether anything needs urgent attention. You might spend part of the morning speaking Stakeholders to understand what went wrong in a recent situation, or walking them through the actions they need to take next. Later in the day, you dig into patterns, maybe a location has repeated complaints, or a partner shows early signs of non-compliance. You connect with field teams, ask direct questions, and help them see what needs to change. Some days are calm; others involve navigating sensitive topics or guiding teams through decisions. Throughout, your goal stays the same: protect people, protect the customer experience, and keep the delivery network healthy, fair, and functioning smoothly. About The Team The Network Health (NH) and Trust & Safety (T&S) teams work together to protect Amazon’s Last Mile operations by driving compliance, partner accountability, and safety across the AMET region (UAE, Saudi Arabia, Egypt, and Turkey). Network Health owns the end-to-end compliance and enforcement lifecycle for Delivery Service Partners (DSPs) — from risk identification and MEP (Monitoring & Enforcement Plan) management to exit governance and performance reviews. The team ensures that all DSPs operate safely, ethically, and in alignment with Amazon’s Supply Chain Standards and local labor regulations. Trust & Safety complements this work by focusing on driver-level safety, identity verification, and incident resolution programs such as Sentinel, DWEL, and DAF, ensuring that both DSPs and drivers uphold Amazon’s zero-tolerance standards on compliance and worker welfare. Basic Qualifications 1+ years of customer service experience Speak, write, and read fluently in English Experience with Microsoft Office products and applications Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays Experience in payments or e-commerce Experience working with Microsoft Office tools (Excel, Word, Outlook, etc.) Preferred Qualifications Experience in investigation is a plus 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 https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner. Company - Souq.com for E-Commerce LLC - G32 Job ID: A10578383 Show more