Director, Customer Experience

Discord•San Francisco, CA

12h•Remote

About The Position

Discord is used by over 200 million people every month for many different reasons, but there’s one thing that nearly everyone does on our platform: play video games. Over 90% of our users play games, spending a combined 1.5 billion hours playing thousands of unique titles on Discord each month. Discord plays a uniquely important role in the future of gaming. We are focused on making it easier and more fun for people to talk and 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.

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