Senior Analyst, Community Operations

5 months ago

Sydney, Australia Twitch Full time

About Us

Twitch is the world’s biggest live streaming service, with global communities built around gaming, entertainment, music, sports, cooking, and more. It is where thousands of communities come together for whatever, every day.

We’re about community, inside and out. You’ll find coworkers who are eager to team up, collaborate, and smash (or elegantly solve) problems together. We’re on a quest to empower live communities, so if this sounds good to you, see what we’re up to on and , and discover the projects we’re solving on our . Be sure to explore our to learn how to ace our interview process.

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 Amazon's customer obsession philosophy, we are bolstering our Customer Trust team to provide excellent service to all of our community members. We are looking for a Sr. 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 Sr. 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:

You will report to your direct manager that is based in the APAC region and work global peers 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 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, evidenced-based investigations Uphold company values and aim to always improve the platform and community experience

You Have:

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, GitHub, Salesforce, Tableau, SQL and different broadcasting software Distinguish a dank meme from a regular meme

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 the on-site employees

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