We're a group of Customer Experience wizards here at Discord, and we’re 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 troubleshoot diabolical technical issues. This includes helping our users to slay set-up stumpers, outwit overlay obstacles, pulverize permission 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 a supportive support team, join us!
What you'll be doing
- Working the Day Shift:
- Thursday - Monday; 8AM - 5PM
- After it is safe to do so, we would expect this person to be present in our SF office, candidates should be local or willing to relocate
- 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
- Medical insurance including Health, Dental, Vision
- 18 paid holidays + 4 weeks PTO
- Unlimited sick days
- Parental Leave and fertility benefits
- Supported-employee clubs and Employee Resource Groups
- Commuter Contributions of $270 a month (pretax)
- Daily lunches and unlimited snacks
- Monthly gym and fitness stipend
About Us
Gamers, nerds, moms, dads, engineers, designers, marketers, support. We created Discord to help people come together around games. It's been amazing to watch it grow into what it is today - a place where millions of diverse communities exist and people connect with old friends and new. Diversity and inclusiveness are a critical part of how we get to what's next. We believe that with diversity comes a better product, better decisions, and a better work environment. As we continue to grow, our values keep us dedicated to building a company that is representative of the world we live and play in.
Discord is an equal opportunity employer committed to promoting an inclusive work environment free of discrimination and harassment. We value diversity, inclusion, and aim to provide a sense of belonging for everyone.
