# Director, Customer Experience

**Company:** [Discord](https://hotfix.jobs/companies/discord)
**Location:** San Francisco, CA, Alameda, CA, Contra Costa, CA, Marin, CA, Napa, CA, San Mateo, CA, Santa Clara, CA, Solano, CA, Sonoma, CA
**Role:** Customer Success
**Salary:** $224k – $252k/yr
**Experience:** 10+ years
**Skills:** AI, Zendesk, Conversational AI, Data Analytics, Customer Support Platforms, Intelligent Triage, AI Agents, KPIs, Automation, Trust & Safety
**Posted:** 2026-05-11

> Leads Discord's Customer Experience team through an AI-powered transformation of global user support, owning strategy, culture, execution, and cross-functional partnerships to enhance efficiency and satisfaction. Requires 10+ years in CX with 5+ years leading large-scale operations at tech companies.

## Job Description

## 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

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