Director, Customer Experience

What you'll be doing

• 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

What you should have

• 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

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