Customer Experience Specialist

Responsibilities

• Resolve complex and high-touch customer inquiries while maintaining a positive, customer-focused attitude
• Meet service level agreements (SLAs) set by leadership to ensure timely and effective support
• Track escalated issues to ensure customers receive appropriate and comprehensive responses
• Identify customer needs and communicate them to product and engineering teams to represent the voice of the user
• Monitor product performance and support metrics in collaboration with product teams
• Leverage AI tooling and data analysis to build efficiencies and streamline operational workflows
• Contribute to strategic community experience initiatives and uphold company values

Requirements

• 1-2 years of experience in customer support, technical support, or content moderation for a web-based application
• Excellent written and verbal communication skills
• Proficiency with Salesforce or comparable CRM, JIRA, G Suite, GitHub, and Slack
• Strong critical thinking skills and the ability to evaluate information to draw logical conclusions
• Experience with data analysis tools or AI-assisted workflows to identify trends and improve efficiency
• Ability to multitask and remain organized in a fast-paced, adaptable environment

Preferred Qualifications

• Experience as a broadcaster or a native member of the Twitch community
• Previous employment within the gaming industry or at a live streaming platform company

Benefits

• Medical, Dental, Vision, and Disability Insurance
• 401(k) with company matching
• Maternity and Parental Leave
• Flexible PTO
• Amazon Employee Discount

About the Company

Twitch is the world’s largest live streaming service, hosting global communities built around gaming, entertainment, music, sports, cooking, and more. We are dedicated to empowering live communities and fostering a thriving, creative environment for creators and viewers alike.