Customer Support, Insights & Research Lead

San Francisco, CA

Customer Support Insights & Research Lead, Twitter Service

San Francisco, CA

Who we are:

The Twitter Service organization provides high quality support to Twitter’s customers. We enable people and brands (B2B / B2C) around the world to enjoy Twitter by removing barriers to participation and highlighting the best of our platforms. Twitter’s C/X (customer experience) Strategy & Innovation team sets the vision for Twitter’s global approach to customer support and drives strategies to ensure the best possible customer experience. We innovate, experiment, and are always looking for new ways to be better.

What you’ll do:

  • Bring to life the Voice of the Customer from a customer support / service perspective
  • Effectively identify key segments, needs, expectations, and opportunities to evolve our service offering globally - alongside our department leads
  • Develop hypotheses related to customer behavior and experience.
  • Prioritize efforts and initiatives in line with research and data inputs
  • Develop and implement success measures, and measurement strategy for strategic and long-term initiatives related to department OKRs 

Conduct ad hoc quantitative and qualitative analyses on user and segment behavior and attitudes (user testing, focus groups, community research, twitter surveys) when needed

  • Partner internally with XFN research teams (product, marketing, etc) to build collective studies and customer details into an overarching strategy
  • Partnership with procurement and vendor management for outsourced capabilities 

Who you are:

The ideal candidate is a research, insights, and question-storming champion.  Capable of informing, synthesizing and presenting actionable insights to program owners - with an ego-free focus on working with other research teams and partners.

If this role sounds like a great match, you probably have:

  • Ability to frame insights into elegant, clear deliverables that inform business opportunities, marketing programs and product launches
  • Strong project management skills, including the ability to oversee third-party vendors and conduct complex research studies that use a range of data sources

Hiring Process

Step 1

After you apply, a recruiter may reach out to you for an introductory call.

Step 2

If your background is a match for the role, you may phone interview with 1-2 people.

Step 3

If you continue through the process, you will come onsite 1-2 times to interview with a total of 5-10 people.


Personal Information

Required field. PDFs only; max file size is 1MB.
Required field. PDFs only; max file size is 1MB.

U.S. Equal Employment Opportunity Information  (Disclosure is voluntary. If you do not wish to disclose, please select "Withold/Decline to Disclose")

At Twitter, we have a bold aspiration to reach every person on the planet. We believe that goal is more attainable with a team that understands and represents different cultures and backgrounds and we are committed to an inclusive and diverse Twitter.

This is where you come in! Please take a few minutes to provide us with your information. You are not required to provide this information and you may select “Decline to Disclose”. Your decision to provide information (or not) will not affect your employment or opportunities at Twitter.

Twitter is an equal opportunity employer. We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status or any legally protected status.

You can view the ‘EEO is the Law’ poster here.

Twitter does not accept any unsolicited resumes from recruiting agencies and will not pay fees associated with any such resumes. Agencies, please do not send resumes to any Twitter location, employee, or email address.

Twitter, Inc. is committed to working with and providing access and reasonable accommodations to applicants with physical or mental disabilities. If you need an accommodation in order to apply for open job opportunities, please submit a description of your accommodation request to This email is only for accommodation requests related to the application process.

Twitter cares about your privacy and protecting your data.  Please click the privacy policy link and acknowledge you have read and understood how Twitter treats your privacy and your data.  

Would you like to receive email communication from Twitter about career opportunities? You may unsubscribe at any time.
Applicant Data - You have a choice. Can we keep your personal data for both the job you are applying for and any other Twitter jobs that we feel you may be a match for? If you choose yes we will retain your personal data for a period of twelve months to consider you for other job opportunities at Twitter.
Analytics - May we use personal data from your resume and application to analyze and improve the Twitter hiring experience.
Thanks for applying!
Submission failed. Please make sure all fields are correctly formatted.

Don't see the right fit?

Check out other opportunities at Twitter.