Customer Experience Specialist

About the Role

The role of CX Specialist at Twitch is multifaceted and crucial to the organization’s customer experience strategy. You serve as the foundation and connective tissue between Twitch and its community, bridging the gap between the platform and its users. Leveraging Amazon’s customer obsession philosophy, you help the Community Support team provide excellent service to creators, customers, developers, and viewers. In this role you will focus on addressing a wide range of complex, high‑touch user issues, enhance the overall customer experience, contribute to strategic initiatives, and ensure the user voice is consistently represented with product and engineering teams.

You can work in one of the following locations:
San Francisco, CA;
Irvine, CA;
Seattle, WA; or New York, NY.

• 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

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

• Experience with MS Office, MS Excel, and data retrieval languages
• 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, Git Hub, 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

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

• USA, CA, Irvine – $70,800.00 – $ USD annually
• USA, CA, San Francisco – $70,800.00 – $ USD annually
• USA, NY, New York – $66,300.00 – $ USD annually
• USA, WA, Seattle – $80,400.00 – $ USD annually

Twitch is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. Los Angeles County applicants:
Job duties for this position include: working safely and cooperatively with other employees, supervisors, and staff; adhering to standards of excellence despite stressful conditions; communicating effectively and respectfully; and following all federal, state, and local laws and company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider qualified applicants with arrest and conviction records.

Pursuant to the San Francisco Fair Chance Ordinance, we will also consider qualified applicants with arrest and conviction records.