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Senior Community Operations Analyst

2 months ago

Sydney, New South Wales, Australia Twitch Full time
About Us

Twitch is a leading live streaming service, with a global community built around gaming, entertainment, music, sports, cooking, and more. It is where thousands of communities come together for whatever, every day.

We're a company that values community, inside and out. You'll find coworkers who are eager to team up, collaborate, and solve problems together. We're on a mission to empower live communities, so if this sounds good to you, let's explore what we're up to and discover the projects we're solving.

About the Role

Twitch Customer Trust is at the core of our efforts to keep Twitch a welcoming and safe place for global creators to build a diverse, inclusive, and supportive culture for all of Twitch's community members. With a customer-centric approach, we are bolstering our Customer Trust team to provide excellent service to all of our community members. We are looking for a Senior Analyst in the Asia–Pacific (APAC) region to join our growing global team who is passionate about solving issues and mitigating harmful content for our community.

As a Senior Analyst, you will review and resolve customer support requests and investigate reports using a variety of internal systems, CRMs, and data analytics tools to navigate user accounts, research and review policies, and communicate solutions to our community. You will support a variety of Twitch users, while ensuring they have the best possible experience. 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.

You will work with a globally dispersed team and contribute to both Trust and Safety and Customer Experience operations, including resolving customer problems within established service levels, responding to urgent escalations, and working with teams to reduce harm.

Key Responsibilities
  • Review and resolve customer support requests and investigate reports using internal systems, CRMs, and data analytics tools.
  • Support a variety of Twitch users and ensure they have the best possible experience.
  • Work with product and engineering teams to share customer feedback and insights.
  • Contribute to Trust and Safety and Customer Experience operations.
  • Identify trends and issues using internal tools and data analysis.
  • Uphold company values and aim to improve the platform and community experience.
Requirements
  • BA/BS degree or Associate's degree or applicable work experience.
  • 3+ years experience working within Customer Experience, Tech support, or Trust and Safety field specifically on an operations team.
  • Demonstrated experience with and delivery of exceptional customer experiences and a customer-first attitude.
  • Resilient to offensive or disturbing behavior, language, and content.
  • Data-driven approach to execution.
Bonus Points
  • Experience working in a globally distributed team environment.
  • Knowledge of Twitch and the Twitch community.
  • Experience as a broadcaster on Twitch or a channel moderator.
  • Proficiency with a second language: Japanese, Chinese, or Russian.
  • Proficiency with JIRA, GitHub, Salesforce, Tableau, SQL, and different broadcasting software.
Perks
  • Corporate Health Insurance & Life Insurance or Private Medical Insurance.
  • Dental, Vision & Life Insurance.
  • Superannuation or Pension Plan.
  • Maternity & Parental Leave.
  • Paid Time Off & Holidays.
  • Commuter Benefits (only for on-site employees).
  • Amazon Employee Discount.

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.

Job ID: TW8584

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