Job Summary
Basilio defends seller and brand accounts, holding account health, enforcing IP and MAP, and keeping clients selling.
As a Reinstatement Case Manager at Basilio Inc, you get suspended accounts and listings back live. You sit inside the Brand Protection & Account Health team, own your results, and are measured on what you move, not hours logged.
Basilio Inc is a growth and marketing company that builds and runs brands across Amazon, Walmart, TikTok Shop, and the open web. We hire operators, train them on proven systems, and give them real accounts to run. This is a remote-first, outcome-owned role for someone who wants to do the best work of their career on brands that are actually scaling.
What You Will Own
- Own reinstatement cases from intake to resolution
- Diagnose root cause and build appeals and plans of action that win
- Manage communication with platforms and clients through the case
- Turn each case into prevention for the client going forward
- Document every case and action with evidence that holds up
- Move fast when an account or listing is at risk and escalate cleanly
- Turn each incident into prevention so it does not happen twice
A Typical Week
- Move your core metrics: reinstatement success rate and time to resolution
- Hands-on execution in Seller Central and appeal portals, case management tools, Google Workspace
- Sync with account managers, marketplace teams, and clients through high-stakes cases and report progress
What Success Looks Like
- First 30 to 60 days: you are fully ramped on your accounts and tools and already moving reinstatement success rate
- Ongoing: you consistently hit target on reinstatement success rate and time to resolution
- You leave every account, campaign, or project measurably better than you found it
Competencies
- Appeal and plan-of-action craft
- Composure in high-stakes cases
- AI fluency: strong prompting and sound judgment on when to trust or override a model (required)
- Ownership: you run your lane end to end and are measured on the outcome
- Clear, direct written and verbal communication
- Comfort working in a fast, data-driven, remote-first team
- Discipline with process, deadlines, and documentation
- Coachability: you take feedback and turn it into better work fast
Education
Bachelor’s degree in Business, Legal Studies, a related field, or equivalent experience.
Work Experience
3 to 5 years in reinstatement, marketplace compliance, or account health.
Tools You Will Use
- Seller Central and appeal portals
- case management tools
- Google Workspace
- ChatGPT (OpenAI)
- Claude (Anthropic)
- OpenRouter
- Qwen
What You Bring
- Fluent English, written and spoken
- Strong organization and the ability to juggle multiple priorities
- A self-starter who does not need to be chased
- Reliable high-speed internet and a professional remote setup
Key Performance Indicators
- Reinstatement success rate
- Time to resolution
- Root-cause fixes that prevent repeats
- Client satisfaction on cases
- Quality and consistency of your work as reviewed by your lead
- Reliability: you hit deadlines and communicate early when something is at risk
Who You Will Work With
You work alongside account managers, marketplace teams, and clients through high-stakes cases. You report to your division director and partner directly with account teams and, where the role calls for it, clients.
Working With AI (Required)
AI experience is required for this role. You are fluent with ChatGPT (OpenAI) and Claude (Anthropic), comfortable running models through OpenRouter and open models such as Qwen, and you write clear, effective prompts. Most of the work at Basilio Inc is AI-augmented, so you use AI to work faster and sharper every day while owning the judgment, accuracy, and final result yourself.
Use AI to speed research, case drafting, and monitoring, but hold strict accuracy on evidence and policy. Every appeal, takedown, and account decision is verified and owned by you, not automated.
Growth Path
Clear path from Manager to Senior Manager to Department Director as you grow the results and the team, with leadership development along the way.