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Community CX Specialist
2 years ago
The Discord Community Team is on a mission to build the world's greatest community of communities. We're expanding in scope and reach, so we're building our team to reach new magical heights. We're lookin' for someone to help us provide outstanding support to members of our community programs, and build scalable, sustainable, and efficient processes. You will sit within the Community team and report to the Senior Manager, Community.
The Team
Hello there! We're a friendly team of 8 who are deeply passionate about creating community. Whether that’s engaging with our own Discord community through our programs, or supporting others who are creating their place on Discord, we’re driven by the vision of an inclusive world where no one feels like an outsider.
What you'll be doing
As our Community CX Specialist, you'll manage the Community Programs ticketing queues. This includes responding to questions regarding the Partner Program, Verified Server Program, and general Community Program-based inquiries. Beyond answering questions, you'll provide resources, educate the community, and help troubleshoot one-on-one with Discord users across the world.
- Reporting to our Senior Manager, Community, you'll maintain the Partner Program & Verified Server Program support queues
- Give accurate responses to user questions and requests across all of our Community Programs
- Oversee a small team of agents for the Community Programs queues
- Improve current ticketing processes to increase efficiency and organization
- Work cross functionally to support and troubleshoot on behalf of our Partners and Verified Server owners, including teams like Trust & Safety, CX, and Product
- Help with daily elements for community planning and execution
- Develop and execute strategic plans for our community programs
- Develop creative ways to engage with our vibrant and active online communities
- Escalate important issues, trends or themes, and suggest new ways to delight our community
What you should have
- Experience using Zendesk, including an understanding of Zendesk Explore
- Eager to take on all kinds of tasks and learn new things
- Enjoy troubleshooting—especially when things are chaotic
- Someone who isn't afraid to ask for help when you need it
- Thoughtful, organized, and detail oriented
- Experience working with distributed teams and support agents
Bonus Points
- Familiarity with marketing and operational platforms, such as Looker, Hubspot, Chartio, and Sendgrid
- Experience working with a community marketing team
- Understanding of Discord and it's mission to create belonging
- Bi or Multi-Lingual
- You like Vegemite
Benefits and Perks
- Comprehensive medical insurance including Health, Dental and Vision (plus up to $20,000 for gender affirmation procedures)
- Mental health resources and quarterly wellness stipends
- 19+ paid holidays, 4 weeks of PTO, use-what-you-need sick days and volunteer time off
- Paid parental leave (plus fertility, adoption and other family planning benefits)
- Generous stipends for headphones, your remote work setup, and lunch on a daily basis (while we’re all remote)
- Flexible long-term work options (remote and hybrid)
- A diverse slate of Employee Resource Groups
- Plus commuter contributions and other perks for office-based employees
About Us
Discord is a voice, video and text app that helps friends and communities come together to hang out and explore their interests — from artists and activists, to study groups, sneakerheads, plant parents, and more. With 150 million monthly users across 19 million active communities, called servers, Discord has grown to become one of the most popular communications services in the world. Discord was built without selling ads or user data and instead, offers a premium subscription called Nitro that gives users special perks like higher quality streams and fun customizations.
In a world of polarization, social curation, and loneliness, Discord is working toward an inclusive world where no one feels like an outsider. We believe in the value of genuine human connection, which can so easily be lost online. So we’re building a space where everyone can find belonging from the inside out. If this strikes a chord with you, come build belonging with us!
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