Customer Experience Associate - #47654

Discord is used by over 200 million people every month for many different reasons, but there's one thing that nearly everyone does on our platform: play video games. Over 90% of our users play games, spending a combined 1.5 billion hours playing thousands of unique titles on Discord each month. Discord plays a uniquely important role in the future of gaming. We are focused on making it easier and more fun for people to talk and hang out before, during, and after playing games.

At Discord, our Customer Experience team is the human voice behind one of the world's most beloved communication platforms. Day-to-day, you'll work directly with our community — helping users regain access to their accounts, navigate billing and refund questions, resolve security concerns, and stay safe online. Your work on the frontlines directly shapes how Discord protects and supports its users. This is a role for someone who genuinely cares about people, thinks carefully under pressure, and finds satisfaction in solving problems that matter to real users.

What You'll Be Doing

• Deliver timely, accurate, and thoughtful responses to user questions and requests through our support channels
• Assist users with account-related issues including login problems, password resets, account recovery, and billing inquiries
• Investigate and resolve suspicious or unauthorized account activity, including identifying potential security concerns and processing refunds on compromised accounts following internal procedures
• Ensure the security and integrity of user accounts by following Discord's security protocols and best practices
• Monitor user security trends, identify opportunities for improved operational efficiency, and share actionable feedback with cross-functional partners
• Educate users on account security best practices and promote awareness of potential risks and vulnerabilities
• Maintain accurate records of user interactions and contribute to support documentation and knowledge base resources
  
  

What you should have

• Some experience in a customer support or technical support role, with a track record of resolving account or product issues with patience and care
• Strong written and verbal communication skills in English, with the ability to explain technical concepts clearly to non-technical users
• Familiarity with desktop and mobile operating systems, and comfort working within customer service platforms (e.g., Zendesk, Salesforce Service Cloud, or similar)
• Ability to prioritize effectively and collaborate well in a fast-paced environment
• A genuine connection to Discord's mission and a belief in the power of communities to bring people together
• A commitment to building inclusive, welcoming experiences for every user you support
  
  

Bonus points

• Proficiency in one or more additional languages — particularly Brazilian Portuguese, Russian, French, German, or Turkish
  
  

Location and Shifts

This role is based in Amsterdam. Candidates must be local or able to commute. We have two shifts open:

• Tuesday–Saturday, 10 AM–7 PM CEST
• Sunday–Thursday, 10 AM–7 PM CEST
  
  

We work primarily remotely, with occasional in-person days at our Amsterdam office to connect with the team.

Why Discord?

Discord plays a uniquely important role in the future of gaming. We're a multiplatform, multigenerational and multiplayer platform that helps people deepen their friendships around games and shared interests. We believe games give us a way to have fun with our favorite people, whether listening to music together or grinding in competitive matches for diamond rank. Join us in our mission! Your future is just a click away!

Check out our inclusion, diversity and purpose efforts, company principles, or learn more about the Life @ Discord experience!