Senior Analyst, Community Operations

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 LinkedIn  and Twitter , and discover the projects we’re solving on our Blog . Be sure to explore our Interviewing Guide 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 can work either onsite at Twitch's Sydney office (Amazon office) or remote in Australia.

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
• Corporate Health Insurance & Life Insurance or Private Medical Insurance
• Superannuation or Pension Plan
• Maternity & Parental Leave
• Paid Time Off & Holidays
• Commuter Benefits (only for the on-site employees

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.

Twitch values your privacy. Please consult our Candidate Privacy Notice , for information about how we collect, use, and disclose personal information of our candidates.

Job ID: TW8518

Senior Analyst, Community Operations

Senior Analyst, Community Operations at Twitch Sydney, Australia

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 LinkedIn  and Twitter , and discover the projects we’re solving on our Blog . Be sure to explore our Interviewing Guide 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 can work either onsite at Twitch's Sydney office (Amazon office) or remote in Australia.

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
• Corporate Health Insurance & Life Insurance or Private Medical Insurance
• Superannuation or Pension Plan
• Maternity & Parental Leave
• Paid Time Off & Holidays
• Commuter Benefits (only for the on-site employees

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.

Twitch values your privacy. Please consult our Candidate Privacy Notice , for information about how we collect, use, and disclose personal information of our candidates.

We review all applications equally, whether you're an advanced user or new to the platform. Let us know your history with us

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International Voluntary Demographic Questions

At Twitch, we serve a diverse, global community and it's important that we have teams with a wide range of backgrounds, experiences and perspectives. 

We believe everyone has a role to play in creating an inclusive environment where everyone can thrive and grow.

In order to measure our effectiveness in recruiting a wide range of talent to Twitch, we invite all applicants to answer the following self-identification questions.

Self-identification categories:

• Gender: A person’s sex, as defined by their assigned sex at birth.
• Gender Identity: A person's internal perception of their gender and how they label themselves (may or may not correspond to gender assigned at birth).
• Race/Ethnicity: A person’s racial or ethnic identity. 
• Sexual Orientation: A person's sexual identity in relation to the gender to which they are attracted.
• Disability: A person who has a physical or mental impairment which substantially, or occasionally, limits one or more of their major life activities. 
• Military Service: A person who has spent time serving in any branch of the military (may be retired or active).

Twitch provides equal employment opportunities to all applicants based solely on their qualifications. Your voluntary self-disclosures will be anonymized in reporting, and will not be used in any aspect of employment related decisions, nor shared with hiring managers. Declining to self-identify will not impact your application process.

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