Customer Experience Specialist

About the company

Twitch is the largest live-streaming platform in the world, bringing together global communities around gaming, entertainment, music, sports, cooking, and many other interests. It serves as a place where large numbers of people gather daily to connect through shared passions.

The company is centered on community, both in its products and in the way it works internally. Team members are encouraged to collaborate, solve problems creatively, and contribute to a mission focused on supporting live communities.

About the role

The Customer Experience Specialist plays a key role in Twitch’s broader customer experience strategy. This position acts as a bridge between the company and its community, helping connect users with the organization and ensuring their concerns are handled thoughtfully.

Backed by Amazon’s customer-obsessed approach, the Community Support team is expanding to deliver strong service to creators, customers, developers, and viewers. The role centers on managing complex, high-touch issues, using expertise to improve the user journey, and making sure user feedback is surfaced to product and engineering teams.

Working alongside a global group of specialists, the role supports Community Trust efforts to maintain a vibrant and creative Twitch environment. The specialist will handle support requests using different tools, review user accounts and policies, and communicate resolutions clearly in a fast-moving and collaborative setting.

Preferred work locations include San Francisco, Irvine, Seattle, or New York.

Responsibilities

• Keep every interaction positive and centered on the customer.
• Handle customer questions and issues through to resolution.
• Work within the service-level targets established by Community Experience leadership.
• Monitor and follow up on escalated cases until an appropriate answer is delivered.
• Build familiarity with Twitch culture, the gaming ecosystem, and the company’s broader content mix.
• Surface customer needs to the relevant internal teams.
• Partner with product teams to track product health and related support performance.
• Use AI-based tools and data analysis programs to improve efficiency and simplify workflows.
• Represent company values while helping improve the platform and the overall community experience.
• Contribute to Community Experience operations and report into CX leadership.

Requirements

• 1 to 2 years of experience in customer support, technical support, or moderation for a web-based application.
• Strong written and verbal communication abilities.
• Sound critical thinking skills to assess needs and recommend solutions.
• Hands-on experience with Salesforce or a similar CRM, plus JIRA, G Suite, GitHub, Slack, and broadcasting tools.
• Ability to analyze information, draw conclusions, and manage multiple tasks at once.
• Well organized, detail-focused, and comfortable adapting in a fast-paced environment.
• Exposure to data analysis tools or AI-assisted workflows used to spot trends, assess risk, and boost operational efficiency.
• Bonus consideration for candidates with broadcaster experience or who are active members of the Twitch community.
• Additional advantage for those who have worked at a gaming company or live-streaming platform.

Perks and benefits

• Medical, dental, vision, and disability coverage.
• 401(k) retirement plan.
• Maternity and parental leave.
• Flexible paid time off.
• Amazon employee discount.
• Additional Amazon benefits may include sign-on payments, restricted stock units, prescription coverage, basic life and AD&D insurance, supplemental life options, EAP, mental health support, medical advice line, flexible spending accounts, adoption and surrogacy reimbursement, 401(k) matching, paid time off, and parental leave.

Additional information

Qualified applicants with arrest and conviction records will be considered in line with the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Ordinance.

Job ID: TW9217.

Final compensation depends on experience, qualifications, and location. Base salary ranges vary by location: Seattle, WA $80,400 to $104,900 annually; San Francisco, CA $70,800 to $115,400 annually; New York, NY $66,300 to $115,400 annually; Irvine, CA $70,800 to $104,900 annually.

The employer is an equal opportunity employer and does not discriminate based on protected veteran status, disability, or other legally protected status.

Candidate privacy information is available through the company’s privacy notice.