Customer Experience Specialist

If you are interested in this position please apply on Twitchs Career site Us:

Twitch is the worlds 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.
Were about community inside and out. Youll find coworkers who are eager to team up collaborate and smash (or elegantly solve) problems together. Were on a quest to empower live communities so if this sounds good to you see what were up to on LinkedInandX and discover the projects were solving on ourBlog. Be sure to explore ourInterviewing Guideto learn how to ace our interview process.

About the Role

The role of CX Specialist at Twitch is multifaceted and crucial to the organizations 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 Amazons 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 Trusts 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

- 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

- Experience as a broadcaster or native member of the Twitch community
- Previous employment at a games industry or live streaming platform company

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 Companys 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 youre applying in isnt listed please contact your Recruiting Partner.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience qualifications and location. Amazon also offers comprehensive benefits including 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 and parental leave. Learn more about our benefits at CA Irvine - 70800.00 - 104900.00 USD annually
USA CA SAN FRANCISCO - 70800.00 - 115400.00 USD annually
USA CA San Francisco - 70800.00 - 115400.00 USD annually
USA NY NEW YORK - 66300.00 - 115400.00 USD annually
USA NY New York - 66300.00 - 115400.00 USD annually
USA WA SEATTLE - 80400.00 - 104900.00 USD annually
USA WA Seattle - 80400.00 - 104900.00 USD annually