Customer Experience Coordinator
As a member of our team, you’ll be on the frontlines of supporting our official bug reporting community, managing our bug tracking system, and escalating these bugs to our engineering 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
- Weekly Schedule:
- Tuesday - Saturday: 9 AM - 6 PM PT
- Collaborate with our community to escalate bug reports to our engineering team to ensure rapid fixes for high severity issues
- Maintain our bug reporting system by testing reports for accuracy, verifying bug fixes, identifying priority issues, and tracking updates.
- Help moderate our official community server and deliver timely, accurate, and thoughtful responses to our community’s questions
- Monitor our community’s sentiment and provide actionable feedback to cross-functional partners
- Educate and provide useful troubleshooting steps for technical issues that our community faces on the desktop, browser, iOS, and Android versions of our app
- A cover letter (This is mandatory!)
- Passion for supporting our communities with unwavering patience and empathy
- Excellent attention to detail
- Extraordinary communication skills - both written and verbal
- Strong problem solving and troubleshooting skills
- High level of confidentiality and discernment
- Technical aptitude with knowledge of Discord features, and desktop and mobile operating systems
- Experience with bug tracking programs (Asana, Jira, Phabricator)
- 1+ years experience with QA processes and procedures
- BA/BS or equivalent work experience
- Experience with support ticketing applications (e.g. Zendesk)
- Experience with using Discord’s testing builds (Discord Canary/PTB/Testflight/Android Alpha)
- Familiarity with moderating public community Discord servers
- 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
Friends, coworkers, gamers, nerds, moms, dads, engineers, designers, marketers, support. Originally, 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.