Customer Experience Specialist

Customer Experience Specialist Irvine, CA; New York City About Us Twitch is the world's biggest live streaming service, with global communities built around gaming, entertainment, music, sports, cooking, and more. It is where thousands of communities come together for whatever, every day. We're about community, inside and out. You'll find coworkers who are eager to team up, collaborate, and smash (or elegantly solve) problems together. We're on a quest to empower live communities, so if this sounds good to you, see what we're up to on LinkedIn and X, and discover the projects we're solving on our Blog. Be sure to explore our Interviewing Guide to learn how to ace our interview process. About the Role The role of CX Specialist at Twitch is multifaceted and crucial to the organization's customer experience strategy, as you will serve as the foundation and connective tissue between the organization and the community, bridging the gap between Twitch and its users. With Amazon's customer obsession philosophy we are bolstering our Community Support team to provide excellent service to all of our community members, whether they be creators, customers, developers, or viewers. In this role you will be focusing on addressing a wide range of complex and high-touch user issues by leveraging your expertise in order to enhance the overall customer experience, contribute to strategic initiatives, and ensure that the voice of the user is consistently represented with product and engineering teams. Alongside other Specialists around the world, you will be an essential element of Community Trust's efforts to foster a thriving, creative Twitch. As a CX Specialist, you will review and resolve support requests using a variety of software tools to navigate user accounts, research and review policies, and communicate solutions to our community in a fun environment. Twitch has a positive, diverse, and supportive culture Our global team is constantly iterating, solving problems, and working together to empower people around the world to better the Twitch community and connect in meaningful ways. You can work in San Francisco, CA, Irvine, CA, Seattle, WA or New York, NY. You Will: 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 You Have: 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 Bonus Points Experience as a broadcaster or native member of the Twitch community Previous employment at a games industry or live streaming platform company Perks Medical, Dental, Vision & Disability Insurance 401(k) Maternity & Parental Leave Flexible PTO Amazon Employee Discount 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. Job ID: TW9217