Customer Experience Specialist

About the Role

The Customer Experience Specialist role at Twitch is multifaceted and crucial to the organization's customer experience strategy. You will serve as the foundation and connective tissue between the organization and the community, bridging the gap between Twitch and its users.

Responsibilities

• 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

Requirements

• 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

Benefits

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