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Customer Experience Associate - Korean



Customer Service
San Francisco, CA, USA · Remote
Posted on Saturday, April 22, 2023

We're a group of Customer Experience superheroes and we are 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 offer direct support to our amazing community. This includes helping our users take on villainous version issues, overcome overlay obstacles, smash settings problems, and much more.

Reporting to our Associate Manager of CX, 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 possibly be! If you’re looking for an amazing support team, join us!

What you'll be doing

  • Working the AM Shift:

    • Tuesday to Saturday 6 AM to 3 PM PT

  • Deliver, accurate, and thoughtful responses to our users’ questions and 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 appropriately to ensure rapid response to emerging trends and opportunities

  • Monitor user sentiment and provide actionable feedback to cross-functional partners

  • Participate in social media efforts and messaging, and keep a finger on the pulse of our Korean community

What you should have

  • 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 Korean

  • 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

Bonus Points

  • Familiarity with social media management tools (e.g. Spinklr/Hootsuite)

  • Previous exposure in supporting web applications

The US base salary range for this full-time position is $68,000 to $73,000 + 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 US role postings reflect the base salary only, and do not include equity, or benefits.

#buildbelonging #LI-Hybrid #LI-HY1

Benefits and Perks

  • Comprehensive medical insurance including Health, Dental and Vision (plus up to $20,000 for gender affirmation procedures)
  • Mental health resources and quarterly wellness stipends
  • 16+ paid holidays, 4 weeks of PTO + use-what-you-need sick days
  • Paid parental leave (plus fertility, adoption and other family planning benefits)
  • Flexible long-term work options (remote and hybrid)
  • Volunteer time off
  • A diverse slate of Employee Resource Groups
  • Plus commuter contributions and other perks for office-based employees

About Us

Discord is a voice, video and text app that helps friends and communities come together to hang out and explore their interests — from artists and activists, to study groups, sneakerheads, plant parents, and more. With 150 million monthly users across 19 million active communities, called servers, Discord has grown to become one of the most popular communications services in the world. Discord was built without selling ads or user data and instead, offers a premium subscription called Nitro that gives users special perks like higher quality streams and fun customizations.

We’re working toward an inclusive world where no one feels like an outsider, where genuine human connection is a click, text chat, or voice call away. A place where everyone can find belonging. Challenging? Heck yes. Rewarding? Double heck yes. It’s a mission that gives us the chance to positively impact millions of people all over the world. So if this strikes a chord with you, come build belonging with us!