Customer Experience Specialist

The role of CX Specialist at Twitch is multifaceted and crucial to the organization's customer experience strategy.

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.

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

Perks:

• Medical, Dental, Vision & Disability Insurance
• 401(k)
• Maternity & Parental Leave
• Flexible PTO
• Amazon Employee Discount