Customer Success Specialist - Discord Community
About the Role
You will own day-to-day Discord community support and act as the primary voice for users. You will resolve issues in real time, answer questions about the platform and trading mechanics, triage and escalate compliance or payments concerns, and design scalable support workflows. You will moderate conversations, manage server roles and bots, create pinned FAQs and automated responses, handle Intercom tickets during downtime, support KYC/CIP and identity verification, troubleshoot payments (ACH, debit cards, Apple Pay, wires), and document playbooks and metrics to improve response and resolution.
Requirements
- 3+ years managing Discord communities
- 2+ years in financial services support or operations
- Proven ability to manage high-volume Discord servers with moderation and engagement skills
- Strong understanding of Discord infrastructure including server setup roles permissions bots and moderation tools
- Hands-on familiarity with KYC and CIP concepts and working alongside Risk and Compliance
- Experience supporting payment rails including ACH debit cards Apple Pay and wires
- Working knowledge of markets and trading fundamentals including execution settlement and clearing
- Exceptional written communication under pressure
- High emotional intelligence and conflict de-escalation skills
- Ability to work autonomously in fast-paced environments
Responsibilities
- Monitor and actively engage in Discord channels
- Answer user questions about the app features trading mechanics and policies
- Triage and escalate urgent complex and compliance-sensitive issues
- Moderate community discussions and enforce server guidelines
- Identify recurring pain points and surface trends to product and support
- Create and maintain Discord support resources including pinned FAQs and bot commands
- Manage Discord server infrastructure roles permissions channels and bot configurations
- De-escalate tense situations with empathy and professionalism
- Resolve customer tickets through Intercom
- Support KYC/CIP workflows and identity verification issues
- Handle payments-related inquiries including ACH debit cards Apple Pay and wires
- Draft announcements FAQs and help resources to reduce repeat contacts
- Document common issues create escalation playbooks and maintain internal knowledge base
- Track metrics such as response times resolution rates community sentiment and escalation patterns
Benefits
- Equity
- Unlimited PTO
- Health coverage
- Vision coverage
- Dental coverage
- 401(k) match
- Hardware setup (MacBook Pro and accessories)
- In-office lunch provided five days per week
- Complimentary snacks and drinks in office