# Director, Customer Experience

**Company**: Discord
**Location**: San Francisco Bay Area
**Work arrangement**: onsite
**Experience**: senior
**Job type**: full-time
**Salary**: $224,000 to $252,000
**Category**: Engineering
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/discord/jobs/8538797002?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_66111ef5-78f

## Description

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.

**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

**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

**Bonus Points**

- 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

## Skills

### Required
- AI-powered support
- Intelligent tooling
- Data-driven insights
- Customer experience
- Leadership
- Analytical fluency
- Collaboration

### Nice to have
- Conversational AI platforms
- Automated resolution tools
- Zendesk
- Enterprise CX platforms
- Trust & Safety
- Policy-sensitive user issues
- Global vendor management

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/discord/jobs/8538797002?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)