Community Support Coordinator (Remote)

Is music a driving passion in your life? Do you possess strong customer service skills and strive to provide premium service to a community of music lovers? If so, our Community Support team here at Discogs is looking for you!

Location

This is a remote position. Open to candidates located in OR, WA, CA, CO, ID, AZ, TX, IL

Who We Are

Discogs is the largest crowd-sourced, community-driven database of recorded music information in the world. Every day, millions of people use the Discogs Marketplace to connect, learn about music, and buy and sell vinyl records, CDs, and cassettes. As Discogs continues to grow, we are looking for bright, dedicated, creative, and highly motivated people to help us realize our mission to serve the music fan in everyone. We are relatively small, so individual contributions can have a large impact. High value is placed on quality, critical thinking, and continuous improvement. Our teams work collaboratively but are distributed geographically and open-source tools are important to who we are and how we work. We value the experiences and skills each team member contributes to helping us serve our music community.

Who We’re Looking For

The main objective of the Community Support Coordinator is to assist the community in their interaction with Discogs and its associated brands. This includes, but isn’t limited to, adjusting order pages to assist a transaction, educating community members on site tools and policies, investigating account suspensions and policy violations, mediating order disputes between buyers and sellers, and processing feedback removal requests and account blocks.

What You’ll Accomplish

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Process Feedback Removal Requests (FBRs), account holds and other abuse reports as necessary and as instructed by the CS Team Lead.
• Work directly with the community to identify and resolve problems, and pass along findings to team leaders to assist in development updates.
• Provide clear, concise, and empathetic written responses to support requests with a working knowledge of Discogs policies and processes, user account activity, and basic discography guidance.
• Understand Discogs functionalities and account policies, and be prepared to assist community members in working within guidelines for the benefit of the community.
• Review and respond to community support concerns in writing.
• Other duties as assigned
• Represent Discogs with pride and enthusiasm in all interactions with the community.

Requirements

What You’ll Contribute

Minimum Experience And Education

• Basic computer skills, including logging on to systems, ability to communicate by email, ability to compose documents, fill out forms, and adhere to basic compliance regulations.
• Ability to effectively present information, findings and feedback in one-on-one and small group situations.
• Minimum two years experience working in a customer-facing support role.
• Ability to craft clear written correspondence.

Benefits

What We Provide

• 18 weeks paid leave for birth moms
• 8 weeks paid parental leave, including for adoption
• 4 weeks paid vacation, increasing based on tenure
• Employer matching toward charitable contributions
• 401(k) with employer match
• Competitive compensation: salary, plus performance-related bonus program
• Monthly wellness allowance
• Work from home office set-up and expense allowances
• 100% company-paid medical and dental insurance benefits for you and your dependents
• Starting Base Hourly Rate - $19.50
• Annual professional and personal development allowance
• Flexible work location opportunities

What We Believe In

Discogs’ mission is to serve the music fan in everyone. We represent a diverse and inclusive community, and we are committed to serving our community with innovative and creative solutions. We know that innovation happens best when varying perspectives are embraced and integrated. Our global team reflects our global community.

Discogs is an Equal Opportunity Employer.

Applicants needing accommodation to apply should contact us at 503-597-6340

If you apply for this role, you will be required to upload a resume, cover letter, and fill out a few questions regarding your application. Once submitted, our hiring team will review your application and contact you if you are selected for an interview. Whether you are successful or not, we will store your application and data in our system for a maximum period of one year from the application date in case another role becomes available that you are suitable for. If you have any questions or concerns about us storing this data and/or the period of time, please contact us at [email protected] and we will respond to you within 30 days.