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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 various interests, including gaming, entertainment, music, sports, and more. Our platform is where thousands of communities come together every day, fostering a culture of inclusivity and diversity.

We're a company that values community, both within and outside our organization. Our team is comprised of individuals who are passionate about collaboration, problem-solving, and empowering live communities. We're committed to creating a safe and welcoming environment for all our community members.

About the Role

As a Senior Community Operations Analyst, you will play a critical role in our Customer Trust team, which is dedicated to ensuring a positive experience for all Twitch users. You will be responsible for reviewing and resolving customer support requests, investigating reports, and communicating solutions to our community. You will work closely with product and engineering teams to gather customer feedback and insights, helping us to build a better platform and services for our community.

Key Responsibilities:

  • Review and resolve customer support requests in a timely and efficient manner
  • Investigate reports and identify trends to proactively mitigate harm and ensure a positive user experience
  • Communicate solutions to our community and work with product and engineering teams to implement improvements
  • Collaborate with global peers to achieve team goals and objectives
  • Work rotating shifts as part of a 24/7/365 team, including weekends and holidays

Requirements

  • Bachelor's degree or equivalent work experience
  • 3+ years of experience in Customer Experience, Tech Support, or Trust and Safety, specifically in an operations role
  • Demonstrated experience in delivering exceptional customer experiences and a customer-first attitude
  • Ability to work in a fast-paced, dynamic environment and adapt to changing priorities
  • Strong analytical and problem-solving skills, with a data-driven approach to execution

Preferred Qualifications

  • 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 in a second language, such as Japanese, Chinese, or Russian
  • Proficiency in JIRA, GitHub, Salesforce, Tableau, SQL, and broadcasting software

Benefits

  • Corporate health insurance and life insurance
  • Dental, vision, and life insurance
  • Superannuation or pension plan
  • Maternity and parental leave
  • Paid time off and holidays
  • Commuter benefits (for on-site employees)
  • Amazon employee discount

Twitch is an equal opportunity employer and values diversity. We do not discriminate based on 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.