Join Twitch as a Customer Experience Specialist to enhance user satisfaction and bridge the gap between the community and the organization.
Skills & Technologies
AI in the day-to-day
Leverage AI tooling and programs such as Data analysis tools to build efficiencies and streamline workflows.
Requirements
- Experience
- 1–2 years
Benefits
Joblaze summary
The Customer Experience Specialist at Twitch plays a vital role in enhancing user interactions by addressing complex inquiries and ensuring community feedback is integrated into product development. This position requires proficiency in various software tools, including Salesforce and JIRA, alongside strong communication and critical thinking skills. Ideal candidates will have 1-2 years of experience in customer support or related fields, particularly those familiar with the gaming or live streaming sectors. The role is part of a diverse team dedicated to fostering a positive community experience.
Joblaze insights
- Listed today on Joblaze — tracked directly from Twitch's career page.
- Twitch has 66 other open roles including Customer Experience Specialist, Business Intelligence Manager, Business Intelligence Manager.
- 547 active Salesforce roles on Joblaze right now.
- 119 active Jira roles on Joblaze right now.
- 90 active Slack roles on Joblaze right now.
- Salary band is below the typical range for comparable tech roles (median ~$113,350).
Quick facts
- Is the Customer Experience Specialist role remote?
- It's hybrid — Twitch expects some on-site time in Irvine, CA; New York City.
- What's the salary range?
- Twitch lists $66,300–$115,400 for this role.
- How much experience is required?
- 1–2 years of relevant experience for this Customer Experience Specialist role.
- Where is the role based?
- Twitch is hiring for this position in Irvine, CA; New York City.
- What's the tech stack?
- Joblaze extracted these technologies from the posting: Slack, broadcasting software, Jira, GitHub, Salesforce, data analysis tools.
- What seniority level is this role?
- Twitch targets junior candidates for this position.
- Is this full-time or contract?
- Full-time for this Customer Experience Specialist role at Twitch.
From the original posting
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
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 https://amazon.jobs/en/benefits.
Twitch is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
Twitch values your privacy. Please consult our Candidate Privacy Notice, for information about how we collect, use, and disclose personal information of our candidates.