Customer Experience Specialist

About the role

This role acts as a primary link between Twitch and its diverse user base, including creators, viewers, and developers. You will manage complex support requests while advocating for user needs to internal product and engineering teams.

Key facts

What you'll do

• Resolve user inquiries while maintaining a helpful, customer-focused approach.
• Meet established service level agreements defined by leadership.
• Manage and track escalated issues to ensure appropriate resolution.
• Engage with the Twitch platform, gaming culture, and content trends.
• Communicate user requirements to relevant internal departments.
• Monitor product performance and support metrics alongside product teams.
• Use AI tools and data analysis to improve workflow efficiency.
• Report directly to Community Experience leadership.

Requirements

• Minimum 1 year of experience in technical support, customer support, or content moderation for web applications.
• Strong written and verbal communication skills.
• Ability to multitask, evaluate information, and solve problems in a fast-paced environment.
• Proficiency with Salesforce or similar CRM software, JIRA, G Suite, GitHub, Slack, and broadcasting tools.
• Experience with data analysis or AI-assisted workflows for identifying trends and operational risks.

Nice to have

• Prior experience as a Twitch broadcaster or active community member.
• Background working at a live streaming platform or within the games industry.

Skills & tools

• Salesforce (or equivalent CRM)
• JIRA
• G Suite
• GitHub
• Slack
• Broadcasting software
• Data analysis tools
• AI-assisted workflows

Practical notes

• Compensation includes base salary, sign-on payments, and restricted stock units (RSUs).
• Salary ranges: Seattle ($80,400 to $104,900), San Francisco ($70,800 to $115,400), New York ($66,300 to $115,400), Irvine ($70,800 to $104,900).
• Benefits include medical, dental, vision, disability insurance, 401(k), flexible PTO, and parental leave.
• Job ID: TW9217.
• Twitch adheres to San Francisco and Los Angeles Fair Chance Ordinances regarding arrest and conviction records.