Customer Experience Specialist – Account Support (Amsterdam, Remote)

Company: Discord

Location: Remote (Amsterdam, Netherlands) – Occasional office presence required

Schedule: Tuesday to Saturday, 9 AM to 6 PM CEST

About the Role

Discord serves over 200 million users every month, with more than 90% engaging in gaming. Our mission is to enhance how people connect and hang out before, during, and after playing games.

We are seeking a Customer Experience Specialist to join our support team. This role is dedicated to providing top-tier support to our community by assisting with account-related issues, including login problems, password resets, and security concerns. As the first point of contact for our users, you will need exceptional empathy, patience, and problem-solving skills to ensure the best possible experience.

You will also help identify security trends, provide feedback to improve our platform, and collaborate with internal teams to enhance user safety and support operations.

Key Responsibilities

• Provide timely and accurate responses to user inquiries via Discord’s support channels.
• Troubleshoot and resolve account-related issues, including password resets and login problems.
• Monitor user security trends and identify areas for improvement.
• Ensure account security by enforcing best practices and investigating suspicious activities.
• Work closely with internal teams to improve the user experience and security measures.
• Educate users on security protocols and potential risks.
• Maintain detailed records of user interactions and contribute to knowledge base resources.

Requirements

• Experience in customer support or technical support (required).
• Strong troubleshooting skills, particularly with account-related issues.
• Excellent written and verbal communication skills in English (fluency in Brazilian Portuguese, Russian, French, German, or Turkish is a plus).
• Ability to work collaboratively in a fast-paced environment and manage multiple priorities.
• Familiarity with desktop and mobile operating systems.
• Knowledge of customer service platforms (Zendesk, Salesforce, etc.).
• Passion for community building and Discord’s mission.
• Commitment to diversity and inclusion in customer support.

Why Join Discord?

Discord is a leading platform in gaming and social interaction, with a strong commitment to user experience. By joining our team, you’ll play a crucial role in improving the security and support services of our global community. If you’re passionate about gaming, customer experience, and problem-solving, we’d love to have you on board!

Apply now and help shape the future of gaming communities!