Customer Experience Associate

Discord Inc.; Netherlands; Hybrid; EUR 48,000 - 54,000; Full time

Benefits offered by this job

Equity

Benefits

Hybrid work model

Amsterdam office access

Job summary

Discord seeks a dedicated Customer Experience professional to join our Amsterdam office on a hybrid basis for a 7-month fixed-term contract. You will support a global gaming community, resolve login, billing, and account issues, and help keep user data secure with empathy and care.

The role requires 2+ years in similar support, strong communication, and ability to collaborate across teams. Fluency in English is essential; other languages are a plus.

Qualifications

• 2+ years in a customer support role.
• Troubleshooting account-related issues.
• Excellent written and verbal English communication.
• Ability to work in a fast-paced hybrid environment.
• Technical skills with desktop and mobile operating systems.
• Experience with customer service platforms; payments processing a plus.
• Experience with hacked accounts or safety processes a plus.
• Fluency in English is required; other languages are a bonus.
• Commitment to building communities and Discord's mission.

Responsibilities

• Work the morning shift on Wednesday to Sunday (10:00–19:00 CEST) or Tuesday to Saturday.
• Deliver timely, accurate responses through support channels.
• Monitor user trends and provide actionable feedback to partners.
• Ensure security and integrity of user support following Discord protocols.
• Collaborate with cross-functional teams to resolve account issues and improve user experience and security.
• Educate users on account best practices and potential risks.
• Maintain records of interactions and contribute to knowledge base resources.

Skills

Customer support

Troubleshooting

Communication

Collaboration

English fluency

Account security

Empathy

Payments knowledge

Patience

Technical OS knowledge

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. This includes timely assistance to users experiencing account-related issues, including login problems, password resets, billing enquiries, and server-related issues.

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! If you’re looking for an amazing support team, join us!

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.

This is a hybrid work model, but we 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. Our salary ranges are determined by role and level. Within the range, individual pay is determined by additional factors, including job-related skills, experience, and relevant education or training. Please note that the compensation details listed in Netherlands role postings reflect the base salary only, and do not include equity, or benefits.

Why Discord? 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. Join us in our mission! Your future is just a click away!

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.