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.
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About the RoleThe 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.
With Amazon's customer obsession philosophy we are bolstering our Customer 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 in order 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 Customer 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 or Seattle, WA.
You Will:- Maintain a positive, customer-focused attitude
- Effectively resolve customer inquiries
- Meet service level agreements set by Twitch Customer 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
- Uphold company values and aim to always improve the platform and community experience
- Be an important contributor to the Customer Experience operations and will report to CX leadership
- 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 in English
- 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
- Skills and experience in the Login/Account Security space
- Experience as a broadcaster or native member of the Twitch community
- Medical, Dental, Vision & Disability Insurance
- 401(k)
- Maternity & Parental Leave
- Flexible PTO
- Amazon Employee Discount
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Pursuant to the Los Angeles Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Job ID: TW8941
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from our lowest geographic market up to our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. This position will remain open until filled. For more information, please visit https://www.twitch.tv/jobs/en/#learn-more. Applicants should apply via our internal or external career site.
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.
Twitch Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Twitch and has not been reviewed or approved by Twitch.
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Healthcare Strength — Employees access Amazon’s comprehensive medical, dental, vision, disability, life insurance, and mental‑health resources, with Twitch‑specific wellness support layered in. Official materials emphasize a competitive suite of health programs that start on day one for eligible roles.
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Leave & Time Off Breadth — Remote‑friendly norms include company holidays and global no‑meeting days, and policies commonly describe flexible or unlimited PTO. Paid parental leave is highlighted alongside other leave programs across the benefits overview.
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Equity Value & Accessibility — Equity is a standard part of total rewards for many roles, with Amazon RSUs frequently referenced alongside base pay and bonus. Career materials and postings consistently note equity eligibility as part of the package.
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What We Do
Twitch is the world’s biggest live streaming service, with global communities built around gaming, entertainment, music, sports, cooking, and a lot more. It’s a place where millions of people come together live every day to chat, interact, and make their own entertainment together.
Why Work With Us
We’re all about community, inside and out. Working here, you’ll find your coworkers are eager to team up, collaborate, and smash (or elegantly solve) problems together. We speak our own language (don’t worry, you’ll learn it), we have a club for everything, and we host an annual IRL party, TwitchCon, for our community of fans and creators.
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