Director, Customer Experience

San Francisco Bay AreaOn-site 1mo ago

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.

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. We’re looking for a Director of Customer Experience to lead the next chapter of our support story: a bold, AI-powered transformation of how we serve tens of millions of users worldwide.

You’ll inherit a talented, established team of in-house CX specialists and own the strategy, culture, and execution that defines what great support looks like at Discord. This is a high-visibility, high-impact role for a senior leader who thrives on building world class systems that solve problems for customers. This person will report to the Senior Director of Scaled Operations.

What you'll be doing

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
Lead, develop, and inspire a global team of in-house CX specialists building a culture of ownership, continuous improvement, and genuine care for our users
Own the end-to-end user support experience, setting the vision for quality, efficiency, and satisfaction across all channels and contact types
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
Define and defend the KPIs that matter and translate data into executable strategy that moves the needle
Build and maintain high-trust operational partnerships to ensure global coverage, quality consistency, and resilience across all support channels

What you should have

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 sup

Apply now

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