Amazon

Customer Experience Specialist

Amazon • $70K — $115K *
San Francisco, CA 94112In-Person
Consumer Technology
Less than 5 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • 1-2 years experience in customer support or similar roles
  • Proficiency in MS Office and data retrieval languages
  • Excellent verbal and written communication skills
  • Strong critical thinking and problem-solving abilities
  • Familiarity with CRM platforms like Salesforce or JIRA
  • Organized, detail-oriented, and adaptable in fast-paced settings
  • Experience with data analysis or AI-assisted tools

Responsibilities

  • Maintain a positive, customer-focused attitude
  • Effectively resolve customer inquiries
  • Meet service level agreements set by leadership
  • Track escalated issues for appropriate responses
  • Immerse yourself in Twitch culture and gaming industry
  • Communicate customer needs to relevant teams
  • Monitor support metrics with product teams
  • Leverage AI tools to improve workflows
  • Contribute to Community Experience operations reporting to leadership

Benefits

  • Medical, Dental, Vision & Disability Insurance
  • 401(k) with matching contributions
  • Generous Maternity & Parental Leave
  • Flexible Paid Time Off (PTO) policy
  • Amazon Employee Discounts
Full Job Description
If you are interested in this position, please apply on Twitch's Career site https://www.twitch.tv/jobs/en/

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.

With Amazon's customer obsession philosophy 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 in order 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

Perks

- Medical, Dental, Vision & Disability Insurance

- 401(k)

- Maternity & Parental Leave

- Flexible PTO

- Amazon Employee Discount

BASIC QUALIFICATIONS

- Experience with MS Office, MS Excel, and data retrieval languages

- 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

PREFERRED QUALIFICATIONS

- Experience as a broadcaster or native member of the Twitch community

- Previous employment at a games industry or live streaming platform company

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.

USA, CA, Irvine - 70,800.00 - 104,900.00 USD annually

USA, CA, SAN FRANCISCO - 70,800.00 - 115,400.00 USD annually

USA, CA, San Francisco - 70,800.00 - 115,400.00 USD annually

USA, NY, NEW YORK - 66,300.00 - 115,400.00 USD annually

USA, NY, New York - 66,300.00 - 115,400.00 USD annually

USA, WA, SEATTLE - 80,400.00 - 104,900.00 USD annually

USA, WA, Seattle - 80,400.00 - 104,900.00 USD annually

About Amazon

Audible is a provider of spoken audio information and entertainment , on the Internet. They provide premium spoken audio content, such as audio versions of books and newspapers and radio programs, that is delivered over the Internet and played back on personal computers and hand-held electronic devices. The Audible service allows consumers to purchase and download their content from their Website, store it in digital files and play it back on personal computers and electronic devices. More than 15,000 hours of audio content are available on their Web site, including audio versions of books, periodicals and radio programs. Several manufacturers have agreed to support and promote the playback of their content on their hand-held audio-enabled electronic devices.

Amazon Careers

Joining Amazon presents an unparalleled opportunity to become part of a vibrant team pushing the boundaries of innovation and growth in the global marketplace. As a leader in e-commerce, technology, and logistics, Amazon offers a variety of job opportunities that cater to a range of skills and professional interests. Work You’ll Do At Amazon, every day is an opportunity to collaborate with the brightest minds in technology and business to redefine what’s possible. Whether you’re interested in software development, marketing, human resources, or customer service, Amazon has a position waiting for you. Transform the way the world shops and innovates with our diverse and inclusive team. Amazon is not just a company; it’s a community where you can drive real change and contribute to projects impacting millions globally. Lead with Innovation and Leadership Amazon is the perfect place to enhance your leadership and innovation skills. Our culture encourages pushing the envelope and imagining the unimaginable. Here, you will lead projects that challenge the status quo and define new industry standards. Work with a team that values diversity and is committed to creating an inclusive environment. Our leadership is focused on harnessing the collective power of unique perspectives to foster growth and innovation. Explore Amazon’s Employment Benefits Amazon’s commitment to its employees extends beyond just career growth. We offer competitive benefits, including health care, parental leave, and diversity training, ensuring that our team not only excels professionally but also enjoys well-being and security. Internship and Networking Opportunities Start your career with an Amazon internship and gain hands-on experience that matters. Our internships provide a gateway to full-time employment and an opportunity to network with professionals across various sectors of the company. Future-Proof Your Career With Amazon, your career path is filled with numerous opportunities for advancement. Our learning and development programs are designed to nurture your professional growth and keep you at the forefront of industry trends. Stay Connected Join Our Team Discover the job opportunities at Amazon that match your skills and interests. We are constantly on the lookout for passionate, curious, and innovative team players ready to make a difference. Keep Up to Date Stay ahead with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work here. Job Alert Emails Customize your subscription to receive job alerts, the latest news, and insider tips tailored to your preferences. Explore the exciting and rewarding career opportunities that await at Amazon. Amazon is more than just a company—it’s a platform for building a promising future. Whether you’re starting or looking to advance your career, Amazon offers the resources, support, and network you need to succeed. Join us, and be a part of our continuing mission to be Earth's most customer-centric company.
Learn more about Amazon
Size
1,608 employees
Market Cap
$832.6 billion
Industry
Retail & Consumer Goods
Net Income
$21.3 billion
Founded
1994
5 Year Trend
+28.1%
Revenue
$386 billion
NASDAQ
AMZN
* Ladders Estimates

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