Community Support Coordinator (REMOTE)

Are you passionate about music and dedicated to providing exceptional customer experiences? We're seeking a dynamic and empathetic Customer Support Coordinator to join our growing team at Discogs. In this role, you'll be the vital link between our users and our platform, ensuring seamless support and fostering a positive community experience. If you thrive in a fast-paced environment, possess excellent communication skills, and have a genuine love for music technology, we want to hear from you!

Location

This is a remote position. Open to candidates located in OR, WA, CA, CO, TX, IL

Compensation

Starting Hourly Range: $17.50 - $19.50 hourly

Who We Are

We are dedicated to supporting a global community of music fans and collectors who share the value, culture, connection, and joy of record collecting. Fostering the exchange of knowledge, records, and curation, we help people help each other deepen their relationship with music. Leveraging the power of community, we are committed to enabling people to explore artists and their recorded works through the world's definitive music discography, stay informed with record collection and sales history data, get organized with specialized collection management tools, and stay connected to a global community of fellow record collectors and sellers. Providing this essential set of resources, tools, and access, we aim to unleash boundless opportunities for people to dig into the depths of their musical interests, build and fortify their record collections, cultivate and bridge communities, and elevate their connection to music and record collecting.

Who We’re Looking For

The Community Support Coordinator provides exceptional customer service to our diverse community of buyers, sellers, database contributors, and other users. This role utilizes Zendesk to manage and resolve customer inquiries and issues efficiently, ensuring customer satisfaction and maintaining a positive brand image.

What You’ll Accomplish

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Key Responsibilities:

• Provide exceptional customer support through Zendesk, resolving tickets related to our marketplace (buying, selling, order issues), database inquiries, and general account assistance.
• Review and manage community reports, including spam checks, feedback removal requests, account holds, marketplace listing reviews, database submission reviews, and forum posts.
• Demonstrate excellent written communication and problem-solving skills in interactions with customers.
• Develop and maintain a thorough understanding of our database, marketplace policies, and procedures to accurately address customer questions and concerns.
• Collaborate with the Community Support team to identify trends, escalate complex issues, and contribute to process improvements, ensuring a consistently excellent customer experience.
• Maintain a positive, empathetic, and professional demeanor in all customer interactions.

What You’ll Contribute

Required Skills & Abilities:

• Excellent written communication and interpersonal skills.
• Ability to effectively present information, findings, and feedback in one-on-one and small group settings.
• Proficiency in basic computer skills, including email communication, document creation, form completion, and adherence to basic compliance regulations.
• Positive attitude, eagerness to learn, and adaptability.
• Ability to work select weekend flex shifts.

Minimum Education and Experience

• Required
• Minimum two years of experience working in a customer-facing support role, preferably in a tech company environment.
• Experience with Zendesk or similar customer support platforms.
• Preferred
• Passion for music.

What We Provide

• Competitive compensation: salary, plus performance-related bonus program
• 401(k) with employer match
• 100% company-paid medical and dental insurance benefits for you and your dependents
• 4 weeks paid vacation, increasing based on tenure
• 18 weeks paid leave for birth moms
• 8 weeks paid parental leave, including for adoption
• Monthly wellness allowance
• Annual professional and personal development allowance
• Work from home office set-up and expense allowances
• Flexible work location opportunities
• Employer matching toward charitable contributions

What We Believe In

We're building a world idealized for record collectors, driven by community, and fueled by a shared passion for music. Through culture, information, and innovation, we strive to develop a complete ecosystem of resources to empower music lovers and entrepreneurs everywhere to engage more deeply in the joys and possibilities of record collecting. We foster a collaborative community dedicated to preserving the recording industry's past, present, and unfolding future by cataloging the world's complete, interconnected music discography. Leveraging the power of this dynamic knowledge base, we aim to innovate integrated technologies to empower music fans everywhere to embark on a boundless journey of music discovery and record collecting. We envision this to be the complete collecting journey.

Discogs is an Equal Opportunity Employer.

Applicants needing accommodation to apply should contact us at 503-597-6340

Discogs does not promote job openings through text messaging. If you receive a text message claiming to offer a position at our company, please disregard it as fraudulent. For a list of our actively open positions and to apply, please visit the official Careers page on our website:

If you apply for this role, you will be required to upload a resume, cover letter, and fill out a few questions regarding your application. Once submitted, our hiring team will review your application and contact you if you are selected for an interview. Whether you are successful or not, we will store your application and data in our system for a maximum period of one year from the application date in case another role becomes available that you are suitable for. If you have any questions or concerns about us storing this data and/or the period of time, please contact us at [email protected] and we will respond to you within 30 days.