• Locations
    • Remote
    • San Francisco
  • Date Posted
  • Aug. 10, 2021
  • Function
  • Sales
  • Sector
  • Entertainment

As a Customer Experience Associate Manager, you have angelic levels of empathy, and unwavering patience. Reporting to our Senior Manager of Customer Experience, you will manage a growing team of associates. You lead by example, and aren’t afraid to jump into the trenches for a good ol’ fashioned queue slay.

What you’ll be doing

  • Weekly Schedule (Monday - Friday), one of the following shifts available:
  • 1 pm - 10 pm pt
  • 2 pm - 11 pm pt
  • 3 pm - 12 am pt
  • Act as a product expert, identify issues and work with partners to promote efficiency and improve our overall customer experience
  • Manage daily operations and sustain metrics to ensure we are meeting our customer service level agreements (SLA)
  • Motivate your team through individual coaching, career planning, and goal setting
  • Partner with other managers to improve internal team communications and collaboration, and foster cross team partnership and knowledge sharing
  • Bring visibility of our users to the organization providing recommendations for new processes using data and feedback
  • Foster a positive, balanced working environment that gets team members excited about their work and mitigates risk of burnout

What you should have

  • A cover letter! This one is important, don’t skip it! We really want to hear what motivates you, of any previous experience you would like to highlight and why would you like to join Discord.
  • Experience building teams, being a leader not a boss
  • Helped develop new projects and ideas to improve efficiency
  • Troubleshooting and problem solving abilities, understanding when to prioritize what
  • Proficiency in data analysis to provide applicable insight
  • Empathy and passion in solving any type of problem (performance, professional development, personal)
  • BA/BS or equivalent work experience
  • 3+ years of proven management experience in Support, Customer Service, Customer Operations or an equivalent field
  • Expert level experience with Asana or similar bug tracking tools

Bonus Points

  • Familiarity with Zendesk, Hootsuite or other similar customer support management tools
  • Web application support
  • Experience working with and empowering third-party service providers
  • Prior experience working with technical organizations (engineers, etc.)
  • Bilingual

Benefits and Perks

  • Medical insurance including Health, Dental, Vision
  • 18 paid holidays + 4 weeks PTO
  • 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

About Us

Friends, coworkers, gamers, nerds, moms, dads, engineers, designers, marketers, support. Originally, we created Discord to help people come together around games. It’s been amazing to watch it grow into what it is today - a place where millions of diverse communities exist and people connect with old friends and new. Diversity and inclusiveness are a critical part of how we get to what’s next. We believe that with diversity comes a better product, better decisions, and a better work environment. As we continue to grow, our values keep us dedicated to building a company that is representative of the world we live and play in.

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.