CUSTOMER EXPERIENCE ASSOCIATE - AM SAN FRANCISCO, CA OR REMOTE

Customer Experience Associate - AM

San Francisco, CA or Remote

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, youll 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 youre looking for an amazing support team, join us!

A cover letter! This one is important, dont 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
• Experience with support ticketing applications (e.g. Zendesk)
• Familiarity with social media management tools (e.g. Sparkcentral / Hootsuite)
• Previous exposure in supporting web applications

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

Bonus Points

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 were 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

Discord is a voice, video and text app that helps friends and communities come together to hang out and explore their interests from artists and activists, to study groups, sneakerheads, plant parents, and more.

With 150 million monthly users across 19 million active communities, called servers, Discord has grown to become one of the most popular communications services in the world.

Discord was built without selling ads or user data and instead, offers a premium subscription called Nitro that gives users special perks like higher quality streams and fun customizations.

In a world of polarization, social curation, and loneliness, Discord is working toward an inclusive world where no one feels like an outsider.

We believe in the value of genuine human connection, which can so easily be lost online. So were building a space where everyone can find belonging from the inside out.

If this strikes a chord with you, come build belonging with us!

Top Tier Perks and Benefits :

Stay healthy We take care of our team with comprehensive Medical, Dental, and Vision plans. Parental perks Spend some quality time with the next generation with parental leave, fertility, adoption, and surrogacy benefits.

Kick back Stay refreshed with over 19 paid holidays, use-what-you-need sick days, and four weeks of PTO. Commute easy In a non-COVID world, get up to $270 per month for your commuting and parking needs.

The loadout When were back in the office, enjoy daily catered lunches and snacks, a desk fund to make your space yours, and whatever you need for your computer setup, including a headphone allowance.

Wellness on us Take advantage of a quarterly wellness allowance for your gym membership or other wellness activities. Virtual yoga every week! Transgender benefits Discord will reimburse up to $20,000 for any procedure related to transition.

Discord HQ Our office is located in Potrero Hill, a little neighborhood in San Francisco near awesome coffee and food. Relocation Excellent relocation bonuses for new hires moving to San Francisco (once its safe to return).

If you're wanting to work with a motivated team on something that gives millions of users a space to find belonging, check out the four values of working at Discord .