Amazon Business is one of Amazon’s fastest growing new initiatives focused on building solutions to enable business customers to research, discover and buy business, industrial and scientific products in large catalogs; across multiple devices, marketplaces and regions. Our customers include individual professionals, businesses and institutions that buy in either high frequency or in bulk quantities. Our customers have different and frequently more complex needs than the traditional Amazon customer base.

The charter of the AB-MSET team is to deliver an ubiquitous, contextual and personalized service experiences optimized for business customers on desktop and mobile during the entire lifecycle of customers. We play a critical part in delivering business-grade service experience as we own the service intent detection, match logic for service mechanisms based on customer value, maturity, effort, and issue complexity, and routing the contacts to the appropriate internal/external r...