CUSTOMER EXPERIENCE ASSOCIATE, ACCOUNT SECURITY

Discord

Netherlands
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 07/03/2024
  • Website: discord.com
  • Company Address: 444 De Haro St, San Francisco, CA , 94107

About Discord

Founded in 2015, 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.

Job Description

Discord is about giving people the power to create space to find belonging in their lives. We want to make it easier for you to talk regularly with the people you care about. We want you to build genuine relationships with your friends and communities close to home or around the world. Original, reliable, playful, and relatable. These are the values that connect our users and our employees at Discord. 

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, and account recovery.

As a member of our team, 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 that it can be! If you’re looking for an amazing support team, join us!

What You'll Be Doing

  • Working the Morning Shift on Tuesday to Saturday (9 AM to 6 PM CEST) or Sunday to Thursday (9 AM to 6 PM CEST)
    • We work remotely, but expect you to occasionally be present in our Amsterdam office to connect with the team.
    • Candidates should be local. 
  • Deliver timely, accurate, and thoughtful responses to our users’ questions and requests through our support channels.
  • Investigate user account requests, providing timely, accurate, and educational responses to our users.
  • Monitor Discord user security trends, identify opportunities for improved operational efficiency, and provide actionable feedback to partners.
  • Ensure the security and integrity of user accounts by implementing and enforcing security protocols and best practices.
  • Investigate and resolve suspicious or unauthorized account activities, including identifying potential security breaches.
  • Collaborate with cross-functional teams to address user account issues and implement solutions that enhance user experience and security.
  • Educate users on account security measures 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

  • Proficiency in troubleshooting account-related issues.
  • Excellent communication skills, both written and verbal, with the ability to explain technical concepts clearly to non-technical users.
  • Multilingual in English and one or more of the following languages: Brazilian Portuguese, Russian, French, German, and Turkish with both written and speaking fluency.
  • Ability to work collaboratively in a fast-paced environment and prioritize tasks effectively.
  • Technical skills with knowledge of desktop and mobile operating systems.
  • Experience with customer service solutions platforms.
  • A passion for building communities and belief in our mission at Discord.
  • A commitment to diversity and inclusion.
  • Experience with customer support or technical support roles is required, as well as a passion for supporting our users with unwavering patience and empathy.

 

***Note - the benefits listed here are for US based locations.***

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.

We’re working toward an inclusive world where no one feels like an outsider, where genuine human connection is a click, text chat, or voice call away. A place where everyone can find belonging. Challenging? Heck yes. Rewarding? Double heck yes. It’s a mission that gives us the chance to positively impact millions of people all over the world. So if this strikes a chord with you, come build belonging with us!

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.