CUSTOMER EXPERIENCE ASSOCIATE, BUG OPERATIONS

We’re a group of Customer Experience wizards here at Discord, and we’re looking for someone who is equally passionate about supporting our communities with that extra bit of care and problem solving magic! This teammate will be working together with our official Discord Testers staff, moderators and community to catch all the bugs in all the versions of our application and make sure they get squashed as soon as possible!

As a member of our team, you’ll be on the frontlines of supporting our official bug reporting community, managing our bug tracking system, and escalating these bugs to our engineering teams to help make the Discord experience the best that it can possibly be! If you’re looking for a supportive support team, join us!
What you’ll be doing:
Working the Morning Shift on Monday to Friday (9AM to 6PM PT)
Collaborate with our community to escalate bug reports to our engineering team to ensure rapid fixes for high severity issues
Maintain our bug reporting system by testing reports for accuracy, verifying bug fixes, identifying priority issues, and tracking updates
Help moderate our official community server and deliver timely, accurate, and thoughtful responses to our community’s questions
Monitor our community’s sentiment and provide actionable feedback to cross-functional partners
Educate and provide useful troubleshooting steps for technical issues that our community faces on the desktop, browser, iOS, and Android versions of our app
What you should have:
A cover letter (This is mandatory!)
Passion for supporting our communities with unwavering patience and empathy
Excellent attention to detail
Extraordinary communication skills – both written and verbal
Strong problem solving and troubleshooting skills
High level of confidentiality and discernment
Technical aptitude with knowledge of Discord features, and desktop and mobile operating systems
Experience with bug tracking programs (Asana, Jira, Phabricator)
1+ years experience with QA processes and procedures
BA/BS or equivalent work experience
Bonus Points:
Experience with support ticketing applications (e.g. Zendesk)
Experience with using Discord’s testing builds (Discord Canary/PTB/Testflight/Android Alpha)
Familiarity with moderating public community Discord servers
Previous exposure in supporting web applications

The US base pay range for this full-time position is $32.69 to $35.10 hourly + equity + benefits. Our pay ranges are determined by role and level. Within the range, individual pay is determined by additional factors, including job-related skills, experience, and relevant education or training. Please note that the compensation details listed in US role postings reflect the base pay only, and do not include equity, or benefits.

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
Paid parental leave (plus fertility, adoption and other family planning benefits)
Flexible long-term work options (remote and hybrid)
Volunteer time off
A diverse slate of Employee Resource Groups
Plus commuter contributions and other perks for office-based employees