Discord

Director, Customer Experience

San Francisco Bay Area · Director · Full-time

Sponsorship not specified$224k-$252kDetected 5 days ago

Agentic AICustomer SupportZendesk

About the role

The Customer Experience team at Discord has the privilege of supporting our communities, listening to their feedback, and sharing these insights with other teams to help make the Discord experience the best that it can possibly be.
This person will report to the Senior Director of Scaled Operations.
You're comfortable in the data, can diagnose what's broken, and translate insight into executable strategy - A highly collaborative operating style.

Responsibilities

Define and drive a CX transformation strategy that harnesses AI, intelligent tooling, and data-driven insights to deliver faster, higher-quality support at global scale
Champion AI-first support models including intelligent triage, AI agents, and proactive deflection strategies, partnering closely with technical teams to bring them to life
Partner cross-functionally with Product, Engineering, and Data teams to identify upstream drivers of contact volume, close the feedback loop, and measurably improve the user experience
10+ years in customer support or customer experience, including 5+ years leading large-scale global support organizations at major technology companies
A proven track record of CX transformation at scale. You've modernized tooling, implemented AI-powered support, and have the metrics to prove it moved the needle
Deep fluency in AI-powered support models. You understand how to build a modern support stack, maximize automation, and know where human judgment still wins
Exceptional people leadership. You develop leaders, grow high-performing teams, and create environments where people do the best work of their careers
A highly collaborative operating style. You build strong cross-functional partnerships with Product, Engineering, Finance, and Legal, and know how to drive outcomes across organizational lines
Genuine enthusiasm for Discord's mission and an intuition for what community-driven platforms demand from their support experience
Hands-on experience implementing or scaling AI support agents (e.g., conversational AI platforms, automated resolution tools)

Compensation

The US base salary range for this full-time position is $224,000 to $252,000 + equity + benefits.
Our salary ranges are determined by role and level.
Please note that the compensation details listed in US role postings reflect the base salary only, and do not include equity, or benefits.

Benefits

Own the end-to-end user support experience, setting the vision for quality, efficiency, and satisfaction across all channels and contact types
Build and maintain high-trust operational partnerships to ensure global coverage, quality consistency, and resilience across all support channels
Within the range, individual pay is determined by additional factors, including job-related skills, experience, and relevant education or training.

Company info

Discord has a highly engaged community of millions of daily active users who use the platform for many different reasons, but there's one thing that nearly everyone does: play video games.
Discord plays a uniquely important role in the future of gaming, and we are focused on making it easier and more fun for people to hang out before, during, and after playing games.
We're looking for a
Experience managing global vendor or BPO relationships as part of a broader support strategy
We're a multiplatform, multigenerational and multiplayer platform that helps people deepen their friendships around games and shared interests, and helps developers build and grow their businesses.

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This listing is sourced directly from Discord's careers page and normalized into a canonical job model.