Customer Experience Associate, Bug Operations

Apr 15, 2023
San Francisco, United States
... Not specified
... Intermediate
Full time
... Office work

We're a group of Customer Experience wizards here at Discord, and we’re looking for someone who is equally passionate about supporting our communities with that extra bit of care and problem solving magic! This teammate will be working together with our official Discord Testers staff, moderators and community to catch all the bugs in all the versions of our application and make sure they get squashed as soon as possible! 


As a member of our team, you’ll be on the frontlines of supporting our official bug reporting community, managing our bug tracking system, and escalating these bugs to our engineering teams to help make the Discord experience the best that it can possibly be! If you’re looking for a supportive support team, join us!

What you'll be doing:

  • Working the Morning Shift on Monday to Friday (9AM to 6PM PT)
  • Collaborate with our community to escalate bug reports to our engineering team to ensure rapid fixes for high severity issues
  • Maintain our bug reporting system by testing reports for accuracy, verifying bug fixes, identifying priority issues, and tracking updates
  • Help moderate our official community server and deliver timely, accurate, and thoughtful responses to our community’s questions
  • Monitor our community’s sentiment and provide actionable feedback to cross-functional partners
  • Educate and provide useful troubleshooting steps for technical issues that our community faces on the desktop, browser, iOS, and Android versions of our app

What you should have:

  • A cover letter (This is mandatory!)
  • Passion for supporting our communities with unwavering patience and empathy
  • Excellent attention to detail
  • Extraordinary communication skills - both written and verbal
  • Strong problem solving and troubleshooting skills
  • High level of confidentiality and discernment
  • Technical aptitude with knowledge of Discord features, and desktop and mobile operating systems
  • Experience with bug tracking programs (Asana, Jira, Phabricator)
  • 1+ years experience with QA processes and procedures
  • BA/BS or equivalent work experience

Bonus Points:

  • Experience with support ticketing applications (e.g. Zendesk) 
  • Experience with using Discord’s testing builds (Discord Canary/PTB/Testflight/Android Alpha)
  • Familiarity with moderating public community Discord servers
  • 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.

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!

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