💼 About This Role

You'll lead an AI-powered transformation of customer support at Discord, serving millions of users worldwide. You'll own strategy, culture, and execution for a global team, driving measurable improvements in quality and efficiency. This high-visibility role reports to the Senior Director of Scaled Operations.

🎯 What You'll Do

• Drive CX transformation with AI and data-driven insights
• Lead and inspire a global team of CX specialists
• Own end-to-end user support experience across channels
• Partner with Product, Engineering, and Data teams to improve user experience

📋 Requirements

• 10+ years in customer support or CX
• 5+ years leading large-scale global support organizations at major tech companies
• Proven track record of CX transformation at scale
• Deep fluency in AI-powered support models

✨ Nice to Have

• Hands-on experience implementing AI support agents
• Deep familiarity with Zendesk or enterprise CX platforms
• Background in Trust & Safety

🎁 Benefits & Perks

• 💰 Equity
• 🏖️ Relocation assistance available
• 🎯 Inclusive culture with accommodations for interviews

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter Call· 30 min
2. 2Hiring Manager Interview· 45 min
3. 3Panel Interview· 60 min