Customer Experience Associate, Account Security

Customer Experience Associate – Account Security

Discord | Amsterdam, North Holland, Netherlands

Full-Time | Tuesday–Saturday, 9 AM – 6 PM CEST

As a Customer Experience Associate on the Account Security team at Discord, I work on the front lines of user support, ensuring the safety, trust, and satisfaction of our global community. My role centers on resolving account-related issues such as login problems, password resets, account recovery, and suspicious activity investigations — all with a high degree of empathy, technical expertise, and care.

Key Responsibilities:

• Delivering timely, accurate, and thoughtful support to users across Discord’s help channels.
• Investigating and resolving account access issues and unauthorized activity reports with discretion and security best practices.
• Monitoring user security trends to identify operational improvements and reporting key insights to internal stakeholders.
• Implementing and enforcing platform-wide security protocols to uphold user trust and account integrity.
• Collaborating cross-functionally with product, trust & safety, and engineering teams to improve the user experience.
• Educating users on account safety measures, potential threats, and how to maintain account security.
• Maintaining detailed records of user interactions and assisting in developing internal and external support resources.

Skills & Qualifications:

• Proven ability to troubleshoot complex account and security-related issues.
• Strong written and verbal communication skills with the ability to simplify technical concepts for non-technical users.
• Experienced with customer service platforms and support tools in a high-volume environment.
• Technically proficient with desktop and mobile operating systems.
• Fluent in English (additional fluency in Brazilian Portuguese, Russian, French, German, or Turkish is a plus).
• Passionate about online communities, gaming culture, and Discord’s mission.
• Committed to creating inclusive, supportive experiences for all users.

Apply now to connect with Discord.