Customer Experience Associate - The Late Night Watch at Discord
San Francisco, CA, US

We're on the search for someone with that extra bit of Customer Experience 'flair' to help keep a watchful eye throughout the wee small hours!

Discord is a small group of passionate gamers whose mission is to bring people together around games. Diversity and inclusiveness are a critical part of how we get there. We believe that with diversity comes a better product, better decisions, and a better work environment. Everyone here is committed to making Discord representative of the world we want to live and play in.

What you'll be doing

Working the 'Late Night Watch' shift:

Thurs-Mon (Thurs-Sun: 12AM-9AM; Mon: 11AM-8PM)

Deliver timely and accurate responses to user questions and requests.

Identify and escalate issues appropriately.

Gather feedback from users and provide actionable feedback to cross-functional partners.

Participate in social media efforts and messaging.

Monitor social efforts to ensure rapid response to emerging trends and opportunities. Keep a finger on the pulse of the community.

**Candidates should be local (San Francisco Bay Area) or willing to relocate.**

What you should have

A cover letter; this is mandatory!

Excellent attention to detail!

Extraordinary communication skills, both written and verbal.

Ability to work under pressure in a fast-paced environment

Possess strong problem solving, troubleshooting and people skills.

Strong passion for helping solve user issues, with unwavering patience and empathy

A passion for gaming and an understanding of Discord’s mission and values

BA/BS or equivalent work experience.

Knowledge of desktop and mobile operating systems.

Technical aptitude.

Prior customer service experience, gaming industry a plus.

Bonus Points

Experience with support ticketing applications (e.g. Zendesk) a plus!

Familiarity with social media management tools (e.g. Buffer) also a plus!

Previous exposure in supporting web applications.