Customer Experience Associate, Discord
Account Security
Voice, video and text communication platform
Open for applications
Voice, video and text communication platform
1001+ employees
Open for applications
1001+ employees
Company mission
Discord's mission is to help friends and communities come together to hang out and explore their interests.
Role
Who you are
- If you’re looking for an amazing support team, join us!
- Proficiency in troubleshooting account-related issues
- Excellent communication skills, both written and verbal, with the ability to explain technical concepts clearly to non-technical users
- Only English is necessary, but any of the following languages are a plus: Brazilian Portuguese, Russian, French, German, and Turkish with both written and speaking fluency
- Ability to work collaboratively in a fast-paced environment and prioritize tasks effectively
- Technical skills with knowledge of desktop and mobile operating systems
- Experience with customer service solutions platforms
- A passion for building communities and belief in our mission at Discord
- A commitment to diversity and inclusion
- Experience with customer support or technical support roles is required, as well as a passion for supporting our users with unwavering patience and empathy
What the job involves
- We're a group of Customer Experience professionals here at Discord, and we are looking for someone who shares our dedication to supporting others with extra care and problem-solving expertise!
- This teammate must possess exemplary empathy and unwavering patience as they directly support our amazing community
- This includes timely assistance to users experiencing account-related issues, including login problems, password resets, and account recovery
- As a team member, you’ll be on the frontlines of supporting our communities, listening to their feedback, and sharing these insights with other stakeholders to help make the Discord experience the best it can be!
- Working the Morning Shift on Tuesday to Saturday (9 AM to 6 PM CEST)
- We work remotely but expect you to occasionally be present in our Amsterdam office to connect with the team
- Candidates must be local
- Delivering timely, accurate, and thoughtful responses to our users’ questions and requests through our support channels
- Investigating user account requests, providing timely, accurate, and educational responses to our users
- Monitoring Discord user security trends, identify opportunities for improved operational efficiency, and provide actionable feedback to partners
- Ensuring the security and integrity of user accounts by implementing and enforcing security protocols and best practices
- Investigating and resolving suspicious or unauthorized account activities, including identifying potential security breaches
- Collaborating with cross-functional teams to address user account issues and implement solutions that enhance user experience and security
- Educating users on account security measures and promote awareness of potential risks and vulnerabilities
- Maintaining accurate records of user interactions and resolutions, and contribute to developing support documentation and knowledge base resources
Our take
Discord is an industry giant in the chat app space. The free platform has rapidly become one of the most popular services in the sector since being founded in 2015. It counts over 150 million active users in 19 million communities, successfully expanding beyond its original focus on video game players to become a broader social networking app and public forum.
Discord's userbase has grown rapidly as remote work has become the norm and a new generation of internet users has come online, attracted to its youthful presentation and plethora of gaming and social tools. It has since fended off takeover bids from Microsoft and interest from other giants such as Amazon and Twitter, and has grown into a profitable company, funded by optional subscription fees and commissions from sales through the platform.
Discord’s remarkable growth, however, is not without obstacles. The company faces competition from deep-pocketed giants like Facebook, and regulatory concerns from those worried about the platform’s relatively light chat moderation. However, the company has the resources and expertise to adapt. For example, the acquisition of harassment detection software company Sentropy will go a long way towards placating the concerns of critics, as will the 2024 acquisition of teen app Gas used to give anonymous compliments to friends. All of these purchases are part of Discord's move to expand out of its mostly gaming-focused customer base.
Steph
Company Specialist at Welcome to the Jungle
Insights
28% employee growth in 12 months
Company
Funding (last 2 of 9 rounds)
Sep 2021
$500m
SERIES H
Dec 2020
$100m
SERIES H
Total funding: $979.3m
Company benefits
- Comprehensive medical insurance including Health, Dental and Vision
- 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
Company HQ
Potrero Hill, San Francisco, CA
Leadership
Jason Citron
(CEO)Started out as a programmer at Papaya Studio, Stormfront Studios and Doublefine Productions. Also founded OpenFeint, a global mobile social gaming company.
Worked as a Software Engineer at Casamba and then Kabam. Was Lead Software Engineer at GREE International, and founded social network Guildwork.com in 2009.
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