About Us
Twitch is the world’s biggest live streaming service, with global communities built around gaming, entertainment, music, sports, cooking, and more. It’s where millions of people come together to chat, interact, and make their own entertainment.
We’re about community, inside and out. You’ll find coworkers who are eager to team up, collaborate, and smash (or elegantly solve) problems together. We’re on a quest to empower live communities, so if this sounds good to you, see what we’re up to on LinkedIn and Twitter, get interviewing tips on Instagram, and discover projects we’re solving on our Blog.
About the Role
Twitch Customer Support is passionate about solving issues for all of Twitch's community members. We are looking for dedicated and motivated people. 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.
We are looking for a Customer Experience Specialist to join our growing global team. You will support a variety of Twitch users, while ensuring they have the best possible experience, but you will also spend time working with product and engineering teams to share customer feedback and insights to help us build the best possible platform and services for our community.
As a CXS, 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.
This position can be located in London, UK.
You Will:
Maintain a positive attitude
Effectively resolve customer inquiries
Meet service level agreements set by Twitch Customer Experience leadership
Track issues escalated for resolution to ensure customers receive a 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
Work rotating shifts and some holidays and weekends
You Have:
Fluent writing in both German and English
BA/BS or Associate's degree OR related technical training OR applicable work experience
Bonus Points
Previous work in customer support, tech support, or moderating content for a web-based application
Empathize with and prioritize customer needs
Critical thinker, especially as applied to determining customer needs and providing appropriate solutions
Work well in a globally distributed team environment
Experience as a broadcaster on Twitch
Fluency of other non-English languages. Please list skill levels of applicable language(s) in your resume
Proficiency with JIRA, GSuite, GitHub, Slack, Salesforce, and different broadcasting software
Strong knowledge of Twitch and the Twitch community
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.
Twitch values your privacy. Please consult our Candidate Privacy Notice, for information about how we collect, use, and disclose personal information of our candidates.