Customer Experience Specialist

Twitch; San Francisco (CA); On-site; USD 70,800 - 115,400; Full time

Benefits offered by this job

Medical, dental, vision and disability insurance

401(k) with matching

Maternity and parental leave

Flexible PTO

Amazon employee discount

Job summary

Twitch is seeking a CX Specialist to enhance user experience and support community needs. This role involves resolving customer issues and ensuring their voice is heard among product and engineering teams. Candidates should possess 1-2 years of experience in customer support, excellent communication skills, and familiarity with various support tools.

Office locations include San Francisco, Irvine, Seattle, and New York, emphasizing collaboration and a positive work culture.

Qualifications

• 1–2 years of relevant experience in customer support or content moderation.
• Ability to leverage AI tooling for workflow improvements.
• Organized, detail-oriented, and adaptable in fast-paced environments.

Responsibilities

• Maintain a positive, customer-focused attitude.
• Effectively resolve customer inquiries and requests.
• Track issues escalated for resolution.

Skills

Customer support experience

Technical support skills

Excellent written and verbal communication

Critical-thinking skills

Proficiency with Salesforce or comparable CRM

Ability to evaluate information and multitask

Tools

Salesforce

JIRA

G Suite

GitHub

Slack

Job description

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.

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 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 gaming industry or live streaming platform company
• Medical, dental, vision and disability insurance
• 401(k) with matching
• Maternity and parental leave
• Flexible PTO
• Amazon employee discount

U.S. Fair Chance Ordinance – we will consider qualified applicants with arrest or conviction records (San Francisco and Los Angeles).

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.

Compensation

• Seattle (WA): $80,400 – $104,900 annually
• San Francisco (CA): $70,800 – $115,400 annually
• New York (NY): $66,300 – $115,400 annually
• Irvine (CA): $70,800 – $104,900 annually