Customer Experience Associate - Graveyard

| San Francisco
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Who are we? We're a steadfast, diverse and dedicated Customer Experience team here at Discord.
We're looking for that 'special spark' in someone who can keep the flames of sincere passion and determination burning bright for all of our longtime and new users alike!What you'll be doing
  • Working the Graveyard Shifts:
    • Tuesday-Saturday
      • Tues 3am - 12pm; Weds-Sat 12am - 9am
    • Sunday-Thursday
      • Sun-Wed 12am - 9:00am; Thurs 9am - 6pm
    • Position is 80% 'Work At Home', 20% 'In-Office' (when applicable).
  • Responds to customer inquiries by understanding inquiry; reviewing previous inquiries and responses; gathering and researching information; assembling and forwarding information; verifying customer’s understanding of information and answer.
  • Identify and escalate issues appropriately and effectively.
  • Participate in social media efforts and messaging.
  • Monitor social efforts to ensure rapid response to emerging trends and opportunities.
    • It’s your responsibility to guard the watchtower and monitor social for any issues that may arise at a local or global level.
What you should have
  • A cover letter; this is mandatory! Don't skip this one!
  • Previous customer support experience.
  • Must be extremely adaptable schedule-wise. While you will be working 80% at night meetings and other business activities happen during the day and you may be expected to attend in person or virtually.
  • Hands-on experience with support ticketing applications (e.g. Zendesk) a plus!
  • Extraordinary communication skills, both written and verbal with serious attention to detail!
  • Ability to work extremely well under pressure in a fast-paced environment.
  • An ability to work with a team remotely and stay up to date on known issues and changes to the app and everyday workflow.
  • Possess strong problem solving, troubleshooting and people skills.
  • Strong passion for helping solve user issues, with unwavering patience and empathy
  • Technical aptitude: a knowledge of desktop and mobile operating systems.
Bonus Points
  • Familiarity with social media management tools.
  • Previous exposure in supporting web applications.
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Technology we use

  • Engineering
    • GolangLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • ReactLibraries
    • React NativeLibraries
    • React NativeFrameworks

Location

San Francisco's Potrero Hill is centrally located allowing access to great restaurants, bars, and neighborhoods both in the city and around the Bay.

What are Discord Perks + Benefits

Discord Benefits Overview

We think it is important to always be taking care of our team so here are a few of the perks and benefits we offer:
- Medical insurance including Health, Dental, Vision
- Parental Leave and fertility benefits
- Transgender benefits
- Sponsored Employee Resource Groups and Special Interest Clubs
- Daily lunches and unlimited snacks
- Monthly gym and fitness stipend
- Commuter Contributions of $270 a month (pre-tax)

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.

Culture
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
We have recently kicked off required unconscious bias training for the entire company in addition to deeper hiring manager and interview training.
Someone's primary function is managing the company’s diversity and inclusion initiatives
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Team workouts
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Remote Work Program
Family Medical Leave
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Employees receive unlimited sick days.
Perks & Discounts
Casual Dress
Commuter Benefits
Free Daily Meals
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Recreational Clubs
Relocation Assistance
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Lunch and learns
Promote from within
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