Discord Support Specialist for Digital Products Brand

We are looking for an experienced and proactive Discord Support Specialist to join our team! As part of our digital products brand, you’ll be responsible for handling customer support tickets through Discord, ensuring a high level of satisfaction and timely resolution. When not actively managing tickets, you will be expected to create detailed Standard Operating Procedures (SOPs) to streamline our customer support process.

Key Responsibilities:

Manage incoming support tickets on Discord with fast response times and effective problem-solving.
Provide exceptional customer service by understanding customer inquiries, troubleshooting issues, and offering timely resolutions.
Maintain an organized ticketing system, ensuring no inquiry goes unnoticed.
Develop, document, and maintain Standard Operating Procedures (SOPs) for support processes when not actively handling tickets.
Collaborate with internal teams to escalate complex issues and provide feedback to improve product offerings.
Stay updated on product features and company policies to deliver accurate support.
Engage with the community in a professional and friendly manner to build strong relationships.
Qualifications:

Experience with Discord: Prior experience managing or moderating Discord communities is essential.
Customer Service Experience: 1+ years of experience in customer service, help desk, or technical support roles.
Response Time: Ability to respond to tickets quickly and handle multiple requests simultaneously.
Problem Solving: Strong troubleshooting skills and ability to resolve issues independently.
Excellent Communication Skills: Clear, concise, and professional written communication.
SOP Creation: Ability to create, document, and improve support processes.
Self-Motivated: Must be proactive, able to work independently, and manage time effectively.
Availability: Must be available during US time zones for regular support coverage.
Preferred Skills:

Familiarity with digital products (e.g., eBooks, software, courses, etc.)
Experience with customer support tools or ticketing systems.
Technical background or understanding of basic troubleshooting steps.
Perks:

Flexible work hours within US time zones
Remote work environment
Opportunity to grow with a fast-paced digital products brand