Customer Experience Associate

Discord; Amsterdam; Hybrid; EUR 48,000 - 54,000; Full time

Benefits offered by this job

Equity

Benefits package

Hybrid work

Amsterdam office 1-2 days/week

Job summary

Discord in Amsterdam seeks a Customer Experience specialist for a 7-month fixed-term contract. You will respond to user questions, monitor trends, and work with cross-functional teams to improve support and security.

The role involves a hybrid schedule, with 1–2 days in the Amsterdam office, and a focus on clear, empathetic communication. Required are 2+ years in customer support, strong troubleshooting, and English fluency.

Qualifications

• 2+ years in a similar customer support role.
• Troubleshoot account-related issues effectively.
• Excellent written and spoken English; clear explanations of technical concepts.
• Ability to work fast-paced, collaboratively, and prioritize tasks.
• Technical knowledge of desktop and mobile operating systems.
• Experience with customer support platforms and payment-related issues.
• Experience with hacked accounts and safety processes is a plus.
• Knowledge of other languages is a bonus.

Responsibilities

• Deliver timely, accurate, and thoughtful responses via support channels.
• Monitor user trends and provide actionable feedback to partners.
• Ensure security and integrity by following Discord protocols.
• Collaborate with cross-functional teams to resolve account issues.
• Educate users on account best practices and risks.
• Maintain records and contribute to knowledge base resources.

Skills

Customer support

Troubleshooting

Communication

Team collaboration

Patience and empathy

English fluency

Security awareness

Account issue handling

Operating systems knowledge

Payments knowledge

Tools

CRM / support platforms

Job description

Discord has a highly engaged community of millions of daily active users who use the platform for many different reasons, but there's one thing that nearly everyone does: play video games. Discord plays a uniquely important role in the future of gaming, and we are focused on making it easier and more fun for people to hang out before, during, and after playing games.

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.

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!

This is a 7-month fixed-term contract.

What you'll be doing

• Working the Morning Shift on Wednesday to Sunday (10 AM to 7 PM CEST) or on Tuesday to Saturday
• Deliver timely, accurate, and thoughtful responses to our users' questions and requests through our support channels.
• Monitor Discord user trends, identify opportunities for improved operational efficiency, and provide actionable feedback to partners.
• Ensure the security and integrity of user support by implementing and enforcing Discord protocols and best practices.
• Collaborate with cross-functional teams to address user account issues and implement solutions that enhance user experience and security.
• Educate users on account best practices and promote awareness of potential risks and vulnerabilities.
• Maintain accurate records of user interactions and resolutions, and contribute to developing support documentation and knowledge base resources.

What you should have

• 2+ years of experience in a similar customer support role.
• Skilled in troubleshooting account-related issues.
• Excellent communication skills, both written and verbal, with the ability to explain technical concepts clearly to non-technical users.
• Ability to work collaboratively in a fast-paced environment and prioritize tasks effectively.
• Technical skills with knowledge of desktop and mobile operating systems are required.
• Experience with customer service solutions platforms as well as a passion for supporting our users with unwavering patience and empathy.
• Experience with customer support or technical support roles is required, Experience with payments processing or unauthorized transactions is a plus
• Experience with hacked accounts and/or safety processes are a plus though you won't be dealing with the trust & safety side of it but mostly account security.
• Language Skills: English fluency is required (written and spoken). Knowledge of any additional languages is a bonus - particularly Brazilian Portuguese, Russian, French, German, or Turkish!
• A passion for building communities and a belief in our mission at Discord.
• A commitment to diversity and inclusion.

We have a hybrid work model, but are flexible in office days. We expect you to be present in our Amsterdam office 1-2 days a week to connect with the team.

The Netherland's base salary range for this full-time position is €48,400 to €54,450 + equity + benefits.

Discord plays a uniquely important role in the future of gaming. We're a multiplatform, multigenerational and multiplayer platform that helps people deepen their friendships around games and shared interests, and helps developers build and grow their businesses. We believe games give us a way to have fun with our favorite people, whether listening to music together or grinding in competitive matches for diamond rank.

Discord is committed to inclusion and providing reasonable accommodations during the interview process. We want you to feel set up for success, so if you are in need of reasonable accommodations, please let your recruiter know.

Please see our Applicant and Candidate Privacy Policy for details regarding Discord's collection and usage of personal information relating to the application and recruitment process by clicking HERE.