Customer Experience Associate - Graveyard Shift at Discord

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(28 open jobs)

Step up your game with a modern voice & text chat app. Crystal clear voice, multiple server and channel support, mobile apps, and more.

Job title
Customer Experience Associate - Graveyard Shift
Job listing last updated at
Sep 21, 2020
Job listing location
San Francisco, CA
Job listing source
Job listing link
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Bay Area company location: 445 De Haro St, San Francisco CA

Job description

Who are we? We're a steadfast, diverse, and dedicated Customer Experience team here at Discord.

We're looking for that 'special spark' in someone who can keep the flames of sincere passion and determination burning bright for all of our longtime and new users alike!

What you'll be doing

  • Responding to customer inquiries by understanding inquiry; reviewing previous inquiries and responses; gathering and researching information; assembling and forwarding information; verifying customer’s understanding of information and answer
  • Reporting into Senior Manager of the Customer Experience team
  • Identify and escalate issues appropriately and effectively,
  • Participate in social media efforts and messaging
  • Monitor social efforts to ensure rapid response to emerging trends and opportunities
  • It’s your responsibility to guard the watchtower and monitor social for any issues that may arise at a local or global level

What you should have

  • A cover letter; this is mandatory! Don't skip this one!
  • Availability to work the Night Shift (Thurs through Sun: Midnight-9AM; Mon: 7am-4pm) 
  • 1 year experience in customer service, such as retail or food industry
  • Be clear and concise while helping customers with their questions through our ticketing system
  • A flexible schedule: While you work 80% at night, meetings and other business activities happen during the day and you may be expected to attend in person or virtually
  • Problem-solving, troubleshooting, and customer service skills
  • Passion for helping solve user issues, with unwavering patience and empathy
  • Technical aptitude: a knowledge of desktop and mobile operating systems

Bonus Points

  • Familiarity with social media management tools (we use SparkCentral)
  • Previous exposure in supporting web applications
  • Hands-on experience with support ticketing applications (e.g. Zendesk) a plus!

Benefits and Perks

  • Medical insurance including Health, Dental, Vision
  • 13 paid holidays
  • 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

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.

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