Customer Experience Associate (Bilingual - Japanese)

We're a group of Customer Experience superheroes here at Discord, and we're looking for someone who is equally passionate about supporting others with that extra bit of care and problem-solving magic. You will need to have epic levels of empathy and unwavering patience as they troubleshoot diabolical technical issues. This includes helping our users to slay set-up stumpers, outwit overlay obstacles, pulverize permission problems, and much more.

Reporting to our Associate Manager, you'll be on the frontlines of supporting our communities, listening to their feedback, and sharing these insights with other teams to help make the Discord experience the best that it can be. If you're looking for a supportive support team, join us!

• Weekly Schedule:
• Tuesday - Saturday: 3 PM - 12 AM PT
• Provide accurate, and thoughtful responses to our users' requests through all of our support channels
• Help educate and provide useful troubleshooting steps for technical issues that our users face on the desktop, browser, iOS, and Android versions of our app
• Identify and escalate issues to ensure rapid response to latest trends and opportunities
• Monitor user sentiment and provide relevant feedback to our teams
• Participate in social media efforts and messaging, and keep a finger on the pulse of our Japanese community

• A cover letter. This one is important, don't skip it! We want to hear from you what motivates you, any previous experience you would like to highlight and why would you like to join Discord
• Bilingual in English and Japanese
• Experience with support ticketing applications (e.g. Zendesk)
• Passion for supporting our users with unwavering patience and empathy
• Technical skills with knowledge of desktop and mobile operating systems
• Passion for building communities and belief in our mission at Discord
• Prior customer service experience
• Commitment to diversity and inclusion

• Familiarity with social media management tools (e.g. Sprinklr/Hootsuite)
• Previous exposure in supporting web applications

New York City residents only: Minimum salary of $68,000 + equity and  benefits

*Note: Disclosure as required by NYC Pay Transparency Law

Colorado residents only: Minimum salary of $54,400  + equity and  benefits

*Note: Disclosure as required by sb19-085(8-5-20).

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