Jobs At Twitch – Customer Experience Specialist In Liverpool

Overview

Position Title: Customer Experience Specialist

Company: Twitch

Location: Liverpool, UK

Job Description:

Twitch Customer Support is passionate about solving issues for all of Twitch’s community members. We are looking for, 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 team in our London, San Francisco, and Irvine office. 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.

Responsibilities:

• Be an important contributor to the Customer Experience operations and will report to CX leadership
• Work with product teams to monitor performance of products and corresponding support metrics
• Maintain a positive, customer-focused attitude
• Identify customer needs and communicate them with the relevant teams
• Immerse yourself into the culture of Twitch, the video game industry, and our expanding repertoire of content
• Meet service level agreements set by Twitch Customer Experience leadership
• Track issues escalated for resolution to ensure customers receive a appropriate response
• Effectively resolve customer inquiries
• Uphold company values and aim to always improve the platform and community experience

Requirements:

• Empathize with and prioritize customer needs
• Work well in a globally distributed team environment
• Fluent in both Czech and English
• Experience as a broadcaster on Twitch
• Previous work in customer support, tech support, or moderating content for a web-based application
• Critical thinker , especially as applied to determining customer needs and providing appropriate solutions
• Working knowledge of Windows, Mac, and mobile operating systems
• BA/BS or Associate’s degree OR related technical training OR equivalent work experience