Customer Experience Associate (Gaming)

Location: Netherlands; hybrid work with presence in the Amsterdam office 1–2 days per week. Morning shift: Wednesday to Sunday or Tuesday to Saturday, 10 AM–7 PM CEST.

Salary: €48,400–€54,450 gross base salary per year, plus equity and benefits. This is a 7-month fixed-term contract.

Company

Discord is a multiplatform gaming and community platform that helps people connect around games and shared interests.

What you will do

• Provide timely, accurate, and thoughtful responses to user questions through support channels.
• Resolve account-related issues including login problems, password resets, billing enquiries, and server-related issues.
• Monitor user trends, identify operational improvements, and provide actionable feedback to internal partners.
• Apply account security protocols and best practices while educating users about risks and vulnerabilities.
• Collaborate with cross-functional teams to resolve account issues and improve user experience and security.
• Maintain interaction records and contribute to support documentation and knowledge base resources.

Requirements

• At least 2 years of experience in a similar customer support or technical support role.
• Experience troubleshooting account-related issues and explaining technical concepts to non-technical users.
• Knowledge of desktop and mobile operating systems and experience with customer service solution platforms.
• Strong written and verbal communication, prioritization, collaboration, patience, and empathy.
• Fluent English is required in both written and spoken communication.
• Availability for the specified morning shift and hybrid attendance at the Amsterdam office 1–2 days per week.

Nice to have

• Experience with payment processing or unauthorized transactions.
• Experience handling hacked accounts or account safety processes.
• Knowledge of Brazilian Portuguese, Russian, French, German, or Turkish.

Culture & Benefits

• Work with a highly engaged gaming and community platform used by millions of daily active users.
• Hybrid work model with flexibility in office days.
• Equity and benefits included in addition to the base salary.
• Commitment to diversity, inclusion, and reasonable interview accommodations.