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Senior Operations Analyst

2 months ago


Sydney, New South Wales, Australia Twitch Full time

About Us

Twitch is the world's largest live streaming service, with global communities built around gaming, entertainment, music, sports, cooking, and more.

We're a company that values community, inside and out.

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.

We're 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.

Key Responsibilities

  • 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.
  • Support a variety of Twitch users, while ensuring they have the best possible experience.
  • Work with product and engineering teams to share customer feedback and insights to help us build the best possible platform and services for our community.
  • Contribute to both Trust and Safety and Customer Experience operations, including resolving customer problems within the target service levels we establish for our customers, respond to urgent escalations from our vendor, and work with our teams to reduce harms.
  • Identify trends/latest issues by using the internal tools, CRM, and data analysis tools to take proactive measures to ensure our community receives the best support possible.
  • Work in a fast-evolving environment.
  • Conduct objective, unbiased, evidence-based investigations.
  • Uphold company values and aim to always 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

  • 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, Git Hub, Salesforce, Tableau, SQL, and different broadcasting software.