Full-Time Customer Experience Associate, Account Security

As a member of our team, 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 that it can be! If you’re looking for an amazing support team, join us!

What You'll Be Doing

• Working the Morning Shift on Tuesday to Saturday (9 AM to 6 PM CEST) or Sunday to Thursday (9 AM to 6 PM CEST)
  • We work remotely, but expect you to occasionally be present in our Amsterdam office to connect with the team.
  • Candidates should be local. 
• Deliver timely, accurate, and thoughtful responses to our users’ questions and requests through our support channels.
• Investigate user account requests, providing timely, accurate, and educational responses to our users.
• Monitor Discord user security trends, identify opportunities for improved operational efficiency, and provide actionable feedback to partners.
• Ensure the security and integrity of user accounts by implementing and enforcing security protocols and best practices.
• Investigate and resolve suspicious or unauthorized account activities, including identifying potential security breaches.
• Collaborate with cross-functional teams to address user account issues and implement solutions that enhance user experience and security.
• Educate users on account security measures 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

• Proficiency in troubleshooting account-related issues.
• Excellent communication skills, both written and verbal, with the ability to explain technical concepts clearly to non-technical users.
• Multilingual in English and Brazilian Portuguese.
• Ability to work collaboratively in a fast-paced environment and prioritize tasks effectively.
• Technical skills with knowledge of desktop and mobile operating systems.
• Experience with customer service solutions platforms.
• A passion for building communities and belief in our mission at Discord.
• A commitment to diversity and inclusion.
• Experience with customer support or technical support roles is required, as well as a passion for supporting our users with unwavering patience and empathy.