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Senior Analyst
2 months ago
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. Our teams are passionate about empowering live communities, and we're looking for a skilled professional to join our Customer Trust team.
About the Role
We're seeking a Senior Analyst to join our Asia-Pacific (APAC) region team. As a Senior Analyst, 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 share customer feedback and insights, helping us build the best possible platform and services for our community.
Key Responsibilities
- Review and resolve customer support requests and investigate reports using internal systems, CRMs, and data analytics tools.
- Communicate solutions to our community and work with product and engineering teams to share customer feedback and insights.
- Support a variety of Twitch users, ensuring they have the best possible experience.
- Work rotating shifts as part of a globally-dispersed 24/7/365 team, including weekend and holidays coverage.
- Contribute to both Trust and Safety and Customer Experience operations, including resolving customer problems within target service levels.
- Identify trends and issues using internal tools, CRM, and data analysis tools to take proactive measures to ensure our community receives the best support possible.
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.
