Twitch Careers – Customer Social Experience Specialist In Hull

Overview

Position Title: Customer Social Experience Specialist

Company: Twitch

Location: Hull, UK

Job Description:

Twitch Customer Experience is passionate about solving issues for all of Twitch’s community members. We are looking for passionate and motivated people. With Amazon’s customer obsession philosophy we are bolstering our Customer Experience team to provide excellent service to all of our community members, whether they be creators, customers, developers, or viewers.

As a member of Customer Experience’s social support team, you will review and resolve support requests for a variety of Twitch users using multiple software tools and platforms to navigate user accounts, research and review policies, and communicate solutions to our community. Ensuring our users have the best possible experience is paramount, but you will also spend time working with product and engineering teams to share customer feedback, and our marketing teams to design and produce valuable communications to the Twitch community. Reporting directly to the Customer Social Experience programme, you will help assist the Customer Experience team in solving and reducing customer issues.

Responsibilities:

• Meet service level agreements set by Twitch Customer Experience leadership
• Monitor ongoing service and product issues to keep our community informed
• Work a rotating schedule of holidays and weekends
• Partner with Marketing, Comms, and other company partners to create messaging for products and other announcements
• Empathise with and prioritise community needs
• Work with product teams to monitor performance of products and corresponding support metrics
• Work on a variety of platforms, including Twitter and UserVoice, to gather sentiment and community feedback, and solve customer issues
• Uphold company values and aim to always improve the platform and community experience

Requirements:

• Strong knowledge of Twitch and the Twitch community
• BA/BS or Associate’s degree AND two years of related support experience using social platforms
• The ability to work well in fast-paced situations
• Compassion
• Working knowledge of Twitter
• Fluent writing in English and one of the following: German, French, or Portuguese