This job listing expired on Aug 6, 2020
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Launched in 2011, Twitch is a global community that comes together each day to create multiplayer entertainment: unique, live, unpredictable experiences created by the interactions of millions. We bring the joy of co-op to everything, from casual gaming to world-class esports to anime marathons, music, and art streams. Twitch also hosts TwitchCon, where we bring everyone together to celebrate, learn, and grow their personal interests and passions. We're always live at Twitch. Stay up to date on all things Twitch on LinkedIn, Twitter and on our Blog.

About the Role

Twitch Customer Experience is passionate about solving issues for all of Twitch's community members. To get there, we need motivated people. With Amazon's customer obsession philosophy, we are bolstering our Customer Experience team to provide outstanding service to our community members, whether they are broadcasters or viewers.

We are looking for a Customer Experience Manager to join our growing Customer Experience team in either our San Francisco, Irvine, or London office. As a Customer Experience Manager, you will lead a subsection of the team to success in a specialized area of Twitch Customer Experience. You will also, along with your team, review and resolve customer support requests. Supervisors will use a variety of software tools to navigate customer accounts, research and review policies, and communicate solutions in a fun environment.

You Will:

  • Maintain a positive, customer-focused attitude
  • Help create a team culture of engagement and positivity
  • Display adherence to company policies, and a commitment to excellent customer service
  • You will be an integral part of the Customer Experience Operations management team and will report to CX leadership
  • Track issues escalated for resolution to ensure customers receive a response
  • Be the CS point person for your specialized team when working with other teams
  • Immerse yourself into the culture of Twitch, the video game industry, and our expanding repertoire of content
  • Improve the efficiency of your team to prioritize and delegate tasks and activities
  • Review team metrics to uncover opportunities and develop plans to improve team performance
  • Active role in the development of your team; you'll set existing team members up for success and career growth within Twitch, which includes interviewing, hiring, and training
  • Provide regular updates to CX leadership on the daily ops, wins, challenges, Service level agreement compliance, and needs for your team
  • Work with product teams and other team members to monitor the performance of services while providing data-driven guidance to improve the Twitch community experience
  • Communicate with Product and Engineering teams to help identify and investigate user-facing bugs and issues with the Twitch products.
  • Uphold company values and nurture a fun and upbeat work atmosphere for your team

You Have:

  • 3+ years of proven team leadership experience
  • 5+ years in customer support, tech support, or moderating content for a web-based application
  • BA/BS or Associate's degree OR related technical training OR equivalent work experience
  • Deep knowledge of the Twitch platform, either as a broadcaster, or experience developing on Twitch
  • Experience using analytics to promote strategic and operational decisions
  • Proficiency in Salesforce or comparable CRMs, JIRA, GSuite, GitHub, Slack, and different broadcasting software

Bonus Points

  • Fluency of non-English language(s). Please list skill levels of applicable language(s) in your resume
  • Experience as a broadcaster on Twitch
  • Distinguish a dank meme from a regular meme

Perks

  • Private Medical Insurance
  • Dental, Vision & Life Insurance
  • Pension Plan
  • Maternity & Parental Leave
  • Paid Time Off & Holidays
  • Commuter Benefits
  • Amazon Employee Discount
  • Monthly Contribution & Discounts for Wellness Related Activities & Programs (e.g., gym memberships, etc.)
  • Lunch Served Four Times a Week
  • Free Snacks & Beverages

We are an equal opportunity employer and value diversity at Twitch. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.