Director, Customer Experience

Discord•San Francisco, CA

22h•Remote

About The Position

Discord is seeking a Director of Customer Experience to lead the transformation of its customer support. This role involves leveraging AI and intelligent tooling to enhance support quality and efficiency for millions of users worldwide. The Director will own the strategy, culture, and execution of customer support, reporting to the Senior Director of Scaled Operations. This is a high-visibility, high-impact position for a senior leader experienced in building world-class systems to solve customer problems.

Requirements

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.
Strong analytical fluency. You’re comfortable in the data, can diagnose what’s broken, and translate insight into executable strategy.
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.

Nice To Haves

Hands-on experience implementing or scaling AI support agents (e.g., conversational AI platforms, automated resolution tools).
Deep familiarity with Zendesk or enterprise CX platforms at significant scale.
Background in Trust & Safety or experience supporting policy-sensitive user issues.
Experience managing global vendor or BPO relationships as part of a broader support strategy.

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.
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.