Customer Experience Associate, Bug Operations

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

• 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
• Help moderate our official community server and deliver timely, accurate, and thoughtful responses to our community’s questions
• Collaborate with our community to escalate bug reports to our engineering team to ensure rapid fixes for high severity issues
• Working the Morning Shift on Monday to Friday (9AM to 6PM PT)
• Maintain our bug reporting system by testing reports for accuracy, verifying bug fixes, identifying priority issues, and tracking updates

What You Should Have

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

Bonus Points

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

Benefits and Perks

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

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!