Customer Experience Specialist

Twitch is the world’s biggest live streaming service, with global communities built around gaming, entertainment, music, sports, cooking, and more. It is where thousands of communities come together for whatever, every day.

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 X, and discover the projects we’re solving on our Blog. Be sure to explore our Interviewing Guide to learn how to ace our interview process.

About the Role
The role of CX Specialist at Twitch is multifaceted and crucial to the organization's customer experience strategy, as you will serve as the foundation and connective tissue between the organization and the community, bridging the gap between Twitch and its users.

We are bolstering our Community Support team to provide excellent service to all of our community members, whether they be creators, customers, developers, or viewers.

In this role you will be focusing on addressing a wide range of complex and high‑touch user issues by leveraging your expertise to enhance the overall customer experience, contribute to strategic initiatives, and ensure that the voice of the user is consistently represented with product and engineering teams. Alongside other specialists around the world, you will be an essential element of Community Trust’s efforts to foster a thriving, creative Twitch.

As a CX Specialist, 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.

You can work in San Francisco, CA; Irvine, CA; Seattle, WA; or New York, NY.

You Will

Maintain a positive, customer‑focused attitude

Effectively resolve customer inquiries

Meet service level agreements set by Twitch Community Experience leadership

Track issues escalated for resolution to ensure customers receive an 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

Leverage AI tooling and programs such as data‑analysis tools to build efficiencies and streamline workflows

Uphold company values and aim to always improve the platform and community experience

Be an important contributor to the Community Experience operations and will report to CX leadership

You Have

1–2 years of relevant experience in customer support, technical support, or content moderation for a web‑based application

Excellent written and verbal communication skills

Critical‑thinking skills to determine customer needs and provide solutions

Proficiency with Salesforce or comparable CRM, JIRA, G Suite, GitHub, Slack, and broadcasting software

Ability to evaluate information, draw conclusions, and multitask

Organized, detail‑oriented, and adaptable in fast‑paced environments

Familiarity with data‑analysis tools or AI‑assisted workflows used to identify trends, investigate risk, and improve operational efficiency

Bonus Points

Experience as a broadcaster or native member of the Twitch community

Previous employment at a gaming industry or live streaming platform company

Medical, dental, vision and disability insurance

401(k) with matching

Maternity and parental leave

Flexible PTO

Amazon employee discount

U.S. Fair Chance Ordinance

– we will consider qualified applicants with arrest or conviction records (San Francisco and Los Angeles).

Twitch is an equal‑opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected 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.

Compensation

Seattle (WA): $80,400 – $104,900 annually

San Francisco (CA): $70,800 – $115,400 annually

New York (NY): $66,300 – $115,400 annually

Irvine (CA): $70,800 – $104,900 annually

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