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Senior Analyst, Community Operations Specialist

2 months ago

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

Amazon is a global leader in e-commerce and cloud computing, with a strong commitment to innovation and customer satisfaction. Our company culture values diversity, equity, and inclusion, and we strive to create a workplace where everyone can thrive.

About the Role

We are seeking a highly skilled Senior Analyst to join our Community Operations team in the Asia-Pacific region. As a key member of our team, you will play a critical role in ensuring the safety and well-being of our customers and community members. Your primary responsibilities will include:

Key Responsibilities
  1. Review and resolve customer support requests and investigate reports using various internal systems, CRMs, and data analytics tools.
  2. Support a variety of Twitch users, ensuring they have the best possible experience.
  3. Work rotating shifts as part of a globally-dispersed 24/7/365 team, including weekend and holidays coverage.
  4. Contribute to both Trust and Safety and Customer Experience operations, including resolving customer problems within established service levels.
  5. Identify trends and issues using internal tools, CRM, and data analysis tools to take proactive measures.
  6. Conduct objective, unbiased, evidence-based investigations.
  7. Uphold company values and aim to continuously 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.
Preferred Qualifications
  • Work well 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.

Amazon is an Equal Opportunity Employer – Minority / Women / Disability / Veteran / Gender Identity / Sexual Orientation / Age.