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About the Role

The CX Specialist role at Twitch is fundamental to the customer experience strategy, acting as the primary liaison between the organization and its users. This position focuses on resolving complex user issues, enhancing customer experience, contributing to strategic initiatives, and representing user feedback to product and engineering teams. You will utilize various software tools to manage user accounts, research policies, and communicate solutions within a supportive global team environment.

Responsibilities

Maintain a positive, customer-focused attitude
Effectively resolve customer inquiries
Meet service level agreements set by Twitch Community Experience leadership
Track issues escalated for resolution to ensure customers receive an appropriate response
Immerse yourself into the culture of Twitch, the video game industry, and our expanding repertoire of content
Identify customer needs and communicate them with the relevant teams
Work with product teams to monitor performance of products and corresponding support metrics
Leverage AI tooling and programs such as Data analysis tools to build efficiencies and streamline workflows
Uphold company values and aim to always improve the platform and community experience
Be an important contributor to the Community Experience operations and will report to CX leadership

Requirements

1-2 years of relevant experience in customer support, technical support, or content moderation for a web-based application
Excellent written and verbal communication skills
Critical thinking skills to determine customer needs and provide solutions
Proficiency with Salesforce or comparable CRM, JIRA, G Suite, GitHub, Slack, and broadcasting software
Ability to evaluate information, draw conclusions, and multitask
Organized, detail-oriented, and adaptable in fast-paced environments
Familiarity with data analysis tools, or AI-assisted workflows used to identify trends, investigate risk, and improve operational efficiency

Skills

Salesforce
CRM
JIRA
G Suite
GitHub
Slack
Broadcasting software
Data analysis tools
AI tooling

Location

San Francisco, CA
Irvine, CA
Seattle, WA
New York, NY

Work Type

Full-time

Experience Level

1-2 years

Salary/Compensations

US, WA, Seattle - Annually $80,400—$104,900 USD
US, CA, San Francisco - Annually $70,800—$115,400 USD
US, NY, New York - Annually $66,300—$115,400 USD
US, CA, Irvine - Annually $70,800—$104,900 USD

Benefits

Medical, Dental, Vision & Disability Insurance
401(k)
Maternity & Parental Leave
Flexible PTO
Amazon Employee Discount
Health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage)
401(k) matching
Paid time off
Parental leave

About the Company

Twitch is the world’s biggest live streaming service, with global communities built around gaming, entertainment, music, sports, cooking, and more.
We’re about community, inside and out.
We’re on a quest to empower live communities.

Equal Opportunity

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Pursuant to the Los Angeles Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Twitch is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.