Customer Experience Specialist

About the Company

Twitch is a leading live-streaming platform bringing together global communities around gaming, entertainment, music, sports, cooking, and other interests. It is a space where many different communities gather and interact every day.

The company emphasizes collaboration, community, and problem-solving. Team members work closely together to tackle challenges and support Twitch’s mission of helping live communities thrive.

Role Overview

The Customer Experience Specialist plays a key role in Twitch’s support strategy by acting as a link between the company and its user community. This position helps represent the user voice and supports coordination between the community, product, and engineering teams.

Backed by Amazon’s customer-first approach, the Community Support team is being strengthened to deliver excellent service to creators, customers, developers, and viewers. The role focuses on complex, high-touch support cases and on improving the customer journey through thoughtful issue resolution and operational contribution.

In this position, you will investigate and resolve support requests using a range of tools, review account details and policies, and communicate clear solutions in a lively, collaborative environment. You will also contribute to team efforts that improve trust, efficiency, and the overall experience on Twitch.

Possible work locations include San Francisco, CA, Irvine, CA, Seattle, WA, and New York, NY.

Responsibilities

• Keep interactions positive and consistently customer-oriented.
• Handle and resolve user questions and issues effectively.
• Work within the service-level targets established by Community Experience leadership.
• Monitor escalated cases to make sure users receive the right follow-up.
• Build a strong understanding of Twitch, gaming culture, and the platform’s broader content ecosystem.
• Gather customer needs and share them with the appropriate internal teams.
• Partner with product teams to track product performance and support-related metrics.
• Use AI-based tools and data analysis solutions to improve speed, efficiency, and workflow quality.
• Act in line with company values while helping improve the platform and community experience.
• Support Community Experience operations and report into CX leadership.

Requirements

• 1 to 2 years of relevant experience in customer support, technical support, or web-based content moderation.
• Strong written and verbal communication skills.
• Solid critical-thinking ability to understand user needs and propose solutions.
• Hands-on experience with Salesforce or a similar CRM, JIRA, G Suite, GitHub, Slack, and broadcasting tools.
• Ability to assess information, reach conclusions, and manage multiple tasks at once.
• Well organized, detail-focused, and able to adapt in a fast-moving environment.
• Comfort with data analysis tools or AI-assisted workflows used to identify trends, assess risk, and improve efficiency.
• Bonus consideration for people with broadcasting experience or a background as an active Twitch community member.
• Additional advantage for candidates who have worked at a games company or a 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 benefits mentioned include health insurance, prescription coverage, basic life and AD&D insurance, optional supplemental life plans, employee assistance program support, mental health support, medical advice line, flexible spending accounts, adoption and surrogacy reimbursement, 401(k) matching, paid time off, and parental leave.
• Compensation may also include sign-on payments and restricted stock units, depending on final offer details.

Additional Information

This position is covered by fair chance hiring rules in San Francisco and Los Angeles, so qualified applicants with arrest or conviction records will be considered.

Job ID: TW9217.

Equal opportunity hiring applies, and the employer does not discriminate based on protected veteran status, disability, or other legally protected categories.

Candidate privacy practices are outlined in the company’s privacy notice.

Compensation

The role pays annually, with location-based base salary ranges as follows: Seattle, WA: USD 80,400 to 104,900; San Francisco, CA: USD 70,800 to 115,400; New York, NY: USD 66,300 to 115,400; Irvine, CA: USD 70,800 to 104,900. Final pay depends on experience, qualifications, and location.