Customer Experience Associate – AM

Employer: Discord

We’re a group of Customer Experience superheroes here at Discord, and are looking for someone who is equally passionate about supporting others with that extra bit of care and problem-solving magic! This teammate will need to possess epic levels of empathy and unwavering patience as they offer direct support to our amazing community. This includes helping our users take on villainous version issues, overcome overlay obstacles, smash settings problems, and much more.

As a member of our team, you’ll be on the frontlines of supporting our communities, listening to their feedback, and sharing these insights with other teams to help make the Discord experience the best that it can possibly be! If you’re looking for an amazing support team, join us!

What you’ll be doing

• Working the AM Shift:
  • Sunday to Thursday 8 AM to 5 PM PT
• Deliver timely, accurate, and thoughtful responses to our users’ questions and requests through all of our support channels
• Help educate and provide useful troubleshooting steps for technical issues that our users face on the desktop, browser, iOS, and Android versions of our app
• Identify and escalate issues appropriately to ensure rapid response to emerging trends and opportunities
• Monitor user sentiment and provide actionable feedback to cross-functional partners
• Participate in social media efforts and messaging, and keep a finger on the pulse of our community

What you should have

• A cover letter! This one is important, don’t skip it! We want to hear from you what motivates you, any previous experience you would like to highlight and why would you like to join Discord.
• Passion for supporting our users with unwavering patience and empathy
• Excellent attention to detail
• Extraordinary communication skills – both written and verbal
• High level of confidentiality and discernment
• Strong problem solving and troubleshooting skills
• Technical aptitude with knowledge of desktop and mobile operating systems
• Passion for building communities and belief in our values and mission at Discord
• Prior customer service experience

Bonus Points

• Experience with support ticketing applications (e.g. Zendesk)
• Familiarity with social media management tools (e.g. Sparkcentral/Hootsuite)
• Previous exposure in supporting web applications

Benefits and Perks

• Comprehensive medical insurance including Health, Dental and Vision (plus up to $20,000 for gender affirmation procedures)
• Mental health resources and quarterly wellness stipends
• 16 paid holidays, 4 weeks of PTO, use-what-you-need sick days and volunteer time off
• Paid parental leave (plus fertility, adoption and other family planning benefits)
• Generous stipends for headphones, your remote work setup, and lunch on a daily basis (while we’re all remote)
• Flexible long-term work options (remote and hybrid)
• A diverse slate of Employee Resource Groups
• Plus commuter contributions and other perks for office-based employees

APPLY HERE