Customer Experience Specialist

About the Company

Twitch is a leading live-streaming platform where global communities gather around gaming, entertainment, music, sports, cooking, and many other interests. The company is built around collaboration, community, and solving problems together in a supportive environment.

Role Overview

The Customer Experience Specialist plays a key role in Twitch’s customer experience approach by acting as the link between the company and its community. This position supports creators, customers, developers, and viewers through high-touch issue resolution, while helping ensure user feedback reaches product and engineering teams.

Working within Community Support and Community Trust, you will handle a broad range of complex cases, use multiple tools to investigate accounts and policies, and communicate clear solutions in a fast-moving environment. The role also contributes to improving workflows, support operations, and the overall platform experience.

Key Duties

• Handle customer questions and concerns with a friendly, solution-oriented approach.
• Resolve support cases and keep track of escalations until they are fully addressed.
• Meet service targets set by the Community Experience leadership team.
• Work closely with relevant teams to share customer needs and product feedback.
• Monitor product performance and support metrics in coordination with product teams.
• Use AI tools and data analysis utilities to improve efficiency and streamline processes.
• Stay aligned with company values while continuously improving the user and community experience.
• Contribute to the broader Community Experience operations and report into CX leadership.

Required Experience and Skills

This role calls for prior experience in customer support, technical support, or content moderation for a web-based application. Strong communication, critical thinking, and multitasking abilities are important, along with comfort using CRM and collaboration tools in an organized, fast-paced setting.

Preferred Background

Experience as a broadcaster, being an active member of the Twitch community, or having worked for a gaming or live-streaming company will be considered an advantage.

Tools and Systems

The role involves regular use of Salesforce or a similar CRM, JIRA, G Suite, GitHub, Slack, broadcasting software, and data analysis or AI-assisted workflow tools.

Work Location

The position is available in New York, NY, with additional work locations listed as San Francisco, CA; Irvine, CA; and Seattle, WA.

Compensation and Benefits

The role offers annual base pay that varies by location. For New York, NY, the stated range is USD 66,300 to 115,400. The broader compensation package may also include sign-on payments and restricted stock units, with final pay determined by experience, qualifications, and location.

• Medical, dental, vision, and disability insurance
• 401(k) plan and 401(k) matching
• Maternity and parental leave
• Flexible paid time off
• Amazon employee discount
• Health coverage options including prescription, life insurance, EAP, mental health support, medical advice line, FSAs, and adoption/surrogacy reimbursement
• Paid time off and parental leave

Additional Notices

Twitch states that qualified applicants with arrest or conviction records will be considered in accordance with the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Ordinance. The company is an equal opportunity employer and does not discriminate based on protected veteran status, disability, or other legally protected status. A candidate privacy notice also applies.

Job Reference

Job ID: TW9217