TSB Jobs – Customer Experience Manager

Job Description:

As a Customer Experience Manager, you will lead a subsection of the team that focuses on supporting our growing community. You will report directly to the Customer Experience operations program manager, you will advocate for changes, consistency, and clarity for our broad community, as well as lead a small team of Customer Experience Specialists who operate across all areas of the Customer Experience organization.

Job Responsibilities:

• Be the contact for your area and work with company partners
• Review team metrics to uncover opportunities and develop plans to improve team performance
• Empathize with and prioritize customer needs
• Assist your team in solving customer issues
• Manage a team of passionate Customer Experience Specialists
• Provide regular reports to the Customer Experience leadership team on daily ops, wins, challenges, team performance, and needs for your team
• Uphold company values and aim to always improve the platform and community experience

Job Requirements:

• Deep knowledge of the Twitch platform, either as a broadcaster, or experience developing on Twitch
• Proficiency in Salesforce or comparable CRMs, JIRA, GSuite, GitHub, Slack, and various broadcasting software
• Written and verbal fluency of non-English language(s). Please list skill levels of applicable language(s) in your resume
• Capable of distinguishing a dank meme from a regular meme

Qualification & Experience:

• 3+ years of proven team leadership experience (inclusive of people management)
• Experience in QA and/or QE a plus
• BA/BS or Associate’s degree OR related technical training OR equivalent work experience
• 5+ years in customer support, tech support, or moderating content for a web-based application
• Experience using analytics to drive strategic and operational decisions
• Experience as a broadcaster on Twitch

Job Details:

Company: Twitch

Vacancy Type: Full Time

Job Location: Manchester, England

Application Deadline: N/A

Apply Here

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