This job might no longer be available.

Customer Social Experience Manager

About Us

Launched in 2011, Twitch is a global community that comes together each day to create multiplayer entertainment: unique, live, unpredictable experiences created by the interactions of millions. We bring the joy of co-op to everything, from casual gaming to world-class esports to anime marathons, music, and art streams. Twitch also hosts TwitchCon, where we bring everyone together to celebrate, learn, and grow their personal interests and passions. We’re always live at Twitch. Stay up to date on all things Twitch on LinkedIn , Twitter and on our Blog .

About the Role

Twitch Customer Experience is passionate about solving issues for all of Twitch's community members. We are looking for passionate and motivated people. With Amazon's customer obsession philosophy we are bolstering our Customer Experience team to provide excellent service to all of our community members, whether they be creators, customers, developers, or viewers.

As a Customer Experience Manager, you will lead the social subsection of the team that focuses on supporting our community through Twitter. Reporting directly to the Customer Social Experience program manager, you will help grow our social presence beyond its current state while ensuring our users have the best possible experience.

This position can be located in Irvine, CA or San Francisco, CA.

You Will:

• Manage a team of passionate Customer Social Experience Specialists
• Provide regular reports to the Customer Social Experience operations manager on daily ops, wins, challenges, team performance, and needs for your team
• Review team metrics to uncover opportunities and develop plans to improve team performance
• Assist your team in solving customer issues
• Be the contact for your area and work with company partners to create messaging for products and other announcements
• Be the Voice of the Customer to internal teams and provide risk analysis for launches
• Empathize with and prioritize customer needs
• Uphold company values and aim to always improve the platform and community experience

You Have:

• Four years of related support experience using social platforms OR three years of customer support management experience
• Fluent English writing
• Deep knowledge of Twitch and the Twitch community
• Working knowledge of Twitter
• The ability to work well in fast-paced situations
• Compassion

Bonus Points

• Fluency of non-English languages. Please list skill levels of applicable language(s) in your resume
• Proficiency in Sprout or comparable social management tool
• Proficiency with JIRA, GSuite, GitHub, Slack , and different broadcasting software
• Experience with UserVoice/Reddit engagement
• Experience with community management platforms or tools
• Can distinguish a dank meme from a regular meme

Perks

• Medical, Dental, Vision & Disability Insurance
• 401(k)
• Maternity & Parental Leave
• Flexible PTO
• Commuter Benefits
• Amazon Employee Discount
• Monthly Contribution & Discounts for Wellness Related Activities & Programs (e.g., gym memberships, off-site massages, etc.)
• Breakfast & Lunch Served Daily
• Free Snacks & Beverages

We are an equal opportunity employer and value diversity at Twitch. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.