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Knowledge Management Specialist

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

Would you like to join a team focused on supporting our customers? Do you like the idea of educating Twitch's users on the wide range of features and tools available to them?

We have an exciting opportunity helping to drive our user education efforts. We are looking for a Senior Knowledge Management Specialist to join our growing knowledge team.

As a Knowledge Management Specialist you will maintain and create content on our knowledge base, provide content support to various customer facing and internal teams and help to drive improvements to our knowledge base and workflows. You will have excellent communication and can demonstrate your ability to provide high-quality publications. With requirements and deliverables that can change rapidly , you will grow and excel in this position.

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

You Will:

• Review and maintain existing knowledge base articles available in English and 13+ additional languages.
• Create new help content internally and externally to address common contact issues, new products and policies.
• Work closely with other teams at Twitch to ensure accuracy of external communication and smooth launches of product supporting help content.
• Help identify and develop improvements to the knowledge base to improve the overall customer support experience and deflect contacts.
• Help develop and maintain a style guide for knowledge content.
• Provide performance metrics to relevant teams on the effectiveness and usage of knowledge base articles.
• Report to the Knowledge Manager.

You Have:

• BA/BS or Associate's degree OR related technical training OR equivalent work experience .
• Written and verbal fluency in English.
• Experience with Twitch as a viewer or broadcaster.
• Experience in copy editing.
• Knowledge of both Windows / Mac operating systems.

Bonus Points

• Written and verbal fluency of 1+ non-English language(s). Please list language(s) in your resume.
• Basic understanding or above of HTML & CSS.
• Experience with image and video editing.
• Experience with Salesforce platform.
• Experience with broadcasting software (OBS, XSplit etc )
• Experience with project management software such as JIRA or Kanban.
• Long term viewer ( 3+ years ) or broadcaster (Affiliate & Partner) on Twitch.

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 & Dinner Served Daily
• Free Snacks & Beverages

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

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.