Customer Experience Specialist

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 Perks Medical, Dental, Vision & Disability Insurance 401(k) Maternity & Parental Leave Flexible PTO Amazon Employee Discount Basic Qualifications Experience with MS Office, MS Excel, and data retrieval languages 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 Preferred Qualifications Experience as a broadcaster or native member of the Twitch community Previous employment at a games industry or live streaming platform company EEO Statement Twitch is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. 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 for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner. #J-18808-Ljbffr