LocalJobsHQ LogoLocalJobsHQ
DI

Director, Customer Experience

discord· 49 open roles

Location TBD On-siteFull-time1 months ago
Salary
$224,000 - $252,000
Experience
Mid
Job Type
Full-time
Posted
1 months ago
Apply Now

Boost your chances at discord

Tailor your resume to this exact job and generate a matching cover letter in about 60 seconds with JobEase — our AI application assistant.

  • ATS-optimized resume
  • Personalized cover letter
  • Match score & keyword gaps
Tailor my application

Free to start · no card required

Get more other jobs in your inbox

Verified daily — no ghost listings.

About This Role

The Director of Customer Experience will lead the transformation of Discord's customer support, leveraging AI and data-driven insights to deliver high-quality support at a global scale. This role will define and drive the CX transformation strategy, lead a global team of CX specialists, and partner with cross-functional teams to improve the user experience. The ideal candidate has 10+ years of experience in customer support, a proven track record of CX transformation, and deep fluency in AI-powered support models.

Key ResponsibilitiesAI-extracted

  • 1
    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
  • 2
    Lead, develop, and inspire a global team of in-house CX specialists building a culture of ownership, continuous improvement, and genuine care for users
  • 3
    Own the end-to-end user support experience, setting the vision for quality, efficiency, and satisfaction across all channels and contact types
  • 4
    Champion AI-first support models including intelligent triage, AI agents, and proactive deflection strategies
  • 5
    Partner cross-functionally with Product, Engineering, and Data teams to identify upstream drivers of contact volume and improve the user experience

RequirementsAI-extracted

  • 10+ years of experience in customer support or customer experience, including 5+ years leading large-scale global support organizations
  • A proven track record of CX transformation at scale, with experience modernizing tooling and implementing AI-powered support
  • Deep fluency in AI-powered support models, with the ability to build a modern support stack and maximize automation
  • Exceptional people leadership, with experience developing leaders and growing high-performing teams
  • Strong analytical fluency, with the ability to diagnose issues and translate insights into executable strategy

Perks & BenefitsAI-extracted

Typically: health coverage
Typically: paid time off
Typically: retirement savings plan
Equity
Relocation assistance may be available
Opportunity to work with a highly engaged community of millions of daily active users

Apply to This Job in Minutes

Generate ATS-optimized resume + cover letter + interview prep with Jobease.ca AI. Complete your application faster.

Get Started Free
Powered by Jobease.ca

Similar Jobs

DE

Lead Data Scientist, Product

descriptRemote
View
AI

Community & Culture Program Manager

airbnbRemote
View
CO

Accounting Manager, Lending & Credit Products

coinbaseRemote
View