Customer Experience Associate - Graveyard at Discord
San Francisco, CA, US

We're a very determined group of Customer Experience wizards here at Discord, and we're looking for someone with that extra bit of MAGIC!

Discord is home to passionate people who value our mission — bringing 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 Graveyard Shift:

Thursday-Monday (Thursday through Sunday: 12AM to 9AM; Monday: 11AM to 8PM)

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

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.

What you should have

A cover letter; this is mandatory! Don't skip this one! 

Excellent attention to detail!

Technical aptitude.

Extraordinary communication skills, both written and verbal.

Ability to work extremely well 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.

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. Sparkcentral) also a plus!

Previous exposure in supporting web applications.

Knowledge of desktop and mobile operating systems.