Key Skills

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. We have a hybrid work model, but 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.

Core Responsibilities

Provide timely and empathetic support to users regarding account, billing, and server-related issues. Collaborate with cross-functional teams to identify user trends and improve operational efficiency.

Requirements

Requires 2+ years of experience in a customer support role with strong troubleshooting and communication skills. Proficiency in desktop and mobile operating systems and English fluency are mandatory.

Benefits

• Equity
• Benefits